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The Service Desk Technician Level 1 will primarily analyze and troubleshoot customer support tickets based on standard operating procedures. The ideal candidate will have experience working in a Service Desk environment (Managed Services Provider a plus) focusing on Windows environments and VMware virtual infrastructure in private, hybrid and/or public cloud. Duties will include customer support of installation, integration, configuration, of computers and all manner of peripheral devices.

A. Required Skills

• Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.
• 1-3 years' experience working in a Service Desk or equivalent knowledge position
• Excellent interpersonal skills and professional demeanor
• Excellent customer service, verbal, and written communication skills
• Strong skills and working knowledge of Windows Desktop Operating Systems, Windows Server Operating Systems, Active Directory, Group Policy, TCP/IP, DHCP, DNS
• Knowledge of various security methodologies and processes, and technical security solutions
• Strong analytical and problem-solving skills
• Enterprise backup solutions: Asigra, StorageCraft, and equivalent
• Ability to multi-task, prioritize, and manage time effectively
• Strong attention to detail and accuracy in data entry is important

B. Other Requirements

• Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements
• Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:
• Acts in accordance with established guidelines and follows processes and procedures
• Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement
• Assists others when needed or necessary to achieve
• Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements
• Juggles multiple tasks and activities simultaneously
• Handles and manages technical stress
• Undertakes activities on their own; communicates status appropriately
• Anticipates activities and projects and keeps informed of technology and industry trends and learns and applies new skills and technologies
• Sees the bigger picture and articulates multiple solutions to technical problems
• Ability to bend, reach, walk stairs, and lift and carry up to 30 pounds

C. Job Responsibilities:

• Serve in a dedicated help desk support role for a specific customer account
• Shift hours are either:
• Shift A - 7am EST to 3pm EST
• Shift B - 11am EST to 7pm EST
• Receives, prioritizes, responds to and resolves or escalates support requests
• Manages support requests and ticket queues within the Service Desk ticketing system
• Expertly manages end-user expectations throughout the support process
• Fully documents resolutions in the Service Desk Knowledgebase
• Provides end-user training as needed and encourages the use of self-help resources
• Provisions network and system access based on organizational and functional roles, IT department policy and established security practices
• Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards
• Participates in an on-call after-hours rotation
• Provides on-site support leading up to and during new office go-lives
• Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items
• Assists with VMware implementation designs and administration support
• Responsible for day-to-day monitoring of alerts, servers, and backup platforms
• Review log reports and alerts
• Monitor the completion of server backups and DR testing
• Assist with configuration and implementation of customer projects.