Service Desk Technician - Night Shift

Position Summary:

A Service Desk Tech is the first line of support for the customers of AccountabilIT. They have the primary responsibility for receipt, triage, and resolution of customer requests and issues. If they are unable to resolve the request or issue then they will use documented procedure to identify the appropriate escalation protocol for addressing the issue. All activities performed by the Service Desk Tech are captured in the appropriate system of record for activity and time keeping. Support is primarily delivered remotely to the customer. This position is onsite at our Scottsdale facility during our Night Shift of which includes a Shift Differential in addition to the hourly rate.

The position requires excellent writing and oral communication, troubleshooting, and documentation skills. The Service Desk Tech must have an understanding of computer support best practices. They also must be able to multitask and organize their work effectively in order to meet their daily, weekly, and monthly goals.

Essential Functions:

• Receive inbound customer contacts and use documented procedure, personal experience, and publicly available information to triage and resolve the customer’s issue or request
• Document all activities and time spent in the appropriate system of record
• Escalate issue where needed to management or other technical resources
• Identify and update internally maintained procedures where inaccuracies are found
• Provide feedback and update existing procedures. Identify opportunities for improvement in service
• Use third party and native applications to monitor supported systems and services
• Investigate and attempt to resolve any received monitoring alarms
• Document all activities and time spent in the appropriate system of record
• Escalate issue where needed to management or other technical resources
• Evaluate new procedures or processes for execution by the Service Desk
• Update or provide feedback to management or directly to a customer on ways to improve the procedure
  
  

Required Qualifications (This should include any minimum education, work experience, knowledge, & skills necessary to perform the functions of the position):

• High school diploma or GED
• 0 – 5 years of IT support experience
• Working knowledge of IT support concepts and practices.
• Strong written and verbal communication skills
  
  

Other Qualifications:

• Analyze information provided by customers, review system logs, and perform investigation to 1. Define the problem or request; 2. Identify potential workarounds; 3. Identify patterns or relationships; 4. Create solutions and resolve issues
• Able to independently research support scenarios, read technical documents, and apply knowledge to resolve customer issues and requests.
• General knowledge of IT technologies including Server Operating Systems, Databases, Networking, and Client/Server applications.
• Write clear and well understood case notes on work performed.
• Perform effectively in environments with frequent workload changes and competing demands.
• Work independently and follow through on assignments with minimal direction.
• Identify critical situations and perform the appropriate steps in response
• Certifications relevant to IT services