Service Desk Technician

Position Summary:

This person provides level 1 technical support for end users including hardware, software, and applications.

Essential Duties and Responsibilities:

• Troubleshoot and resolve issues with Windows and macOS operating systems, as well as standard desktop software (MS Office, Adobe CC, Chrome), printers, scanners, and other computer peripherals. This is to include "deskside" support and training when needed.
• Provide a high level of customer service to end-users and serve as the "Case Worker and/or Single Point of Contact" for all problems/incidents.
• Provide level one support of Azure Virtual Desktop environment.
• Assist with conference room setup, tear down, training, and regular maintenance.
• Provide level one support for network connectivity in a hybrid environment.
• Responsible to check EDR (End Point Detection and Reporting) logs and address any incidents reported.
• Responsible for user account management in Active Directory/Azure AD, M365, and other SaaS applications.
• Work within ITSM system to assess, document, and resolve issues and project work.
• Assist in managing IT consumable inventory.
• Ensure that all security best practices are being followed.

What you should show up ready to teach anyone on your first day:

• Ability to collaborate with other colleagues to foster a spirit of teamwork, sharing professional knowledge, expertise, and best practices.
• Ability to provide a high level of customer service to end-users and serve as a single point of contact for all problems/incidents.
• Ability to assist with conference room setup, teardown, maintenance, and training.
• Knowledge of structured workflows, and how to support them.

Within your first month, you'll:

• Provide level one support for Microsoft Office and Adobe applications.
• Provide level one support for network connectivity within a hybrid infrastructure.
• Provide level one support for network printers.
• Provide level one support for web browsers (Google Chrome, Firefox, Safari, MS Edge)
• Basic understanding of editorial process and workflows.
• Basic understanding of ITSM best practices and the ability to manage a ticket queue.

Within your first year, you'll:

• In-Depth understanding of editorial process and workflows - ability to participate in process improvement and streamlining workshops.
• Provide level one support for network connectivity in a hybrid environment.
• Keeps pace with all relevant product features, functions, and service offerings.

Education and Experience:

• Associate degree (technology-related field) or equivalent experience (Desired/Preferred)
• Help Desk Certifications Preferred
• Proficient in Windows Desktop OS
• Proficient in macOS Desktop OS
• Working knowledge of Microsoft Office, including Microsoft Teams.
• Working knowledge of use and support of AVD infrastructure. (Desired/Preferred)

Qualifications:

• Strong computer literacy
• Demonstrates clear verbal and written communication skills.
• Demonstrates efficiency and organization skills
• Exceptional de-escalation and soft skills
• Proficiency with common office software, including Microsoft Office Suite
• Highly attentive to detail
• Position is currently remote; will be moving to a hybrid model (2 days in office/week, 3 days remote/per week)

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift-up to 15 pounds at times.

Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.