What are the responsibilities and job description for the Service Desk Technician position at Layer 9?
Service Desk Technician
Department: Reactive Services
Reports To: Service Manager
FLSA Status: Full Time – Non-Exempt
ABOUT LAYER 9
Ready to join a team driven by results, derived from collaboration? We have redefined the term, “Work Hard, Play Hard”. At Layer 9, we value team and individual success. We believe if we can set up our team members to be successful not only within our company, but in their personal lives, this will affect how well they show up for their team. We “Work Hard” for our amazing customer base by providing a World-Class Customer Experience and cutting-edge innovative solutions. Each team member is encouraged to take ownership of their role and we encourage feedback on how we can improve products and services. We invest in personal growth through custom development paths, that includes technical skills, certifications, leadership training, and more. Leaning into “Play Hard”, we have a full schedule packed with company and family events both big and small. Keeping in mind that what we all cherish is time, we encourage time away from the office though competitive PTO benefits that elicit a healthy work/life balance.
POSITION SUMMARY
As a Service Desk Technician at Layer 9, you will work to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel. You will be responsible for reactive response to client problems, questions, issues, etc. To ensure success as a Service Desk Engineer, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class Service Desk Engineer will be someone whose IT expertise results in enhanced end-user support and system performance. This position requires direct communication with the client.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
- Ability to resolve end user issues remotely, in an efficient manner.
- Clearly communicate with end user via phone, email, etc.
- Troubleshoot a wide array of issues, from OS to peripherals.
- Document resolutions clearly, and update current documentation as needed.
- Collaborate with team members for more complex issues.
- Respond to and resolve or escalate security and networking incidents.
- Collaborate with team members for more complex issues. Respond to and resolve or escalate security and networking incidents. Understands and can execute networking strategy and tools.
- Adhere to service KPIs, including closed tickets per day, resolution time, and customer satisfaction.
POSITION REQUIREMENTS
At least (2) years previous experience with remote support via phone working with one or more of the following:
- Windows Server 2012, 2016 and 2019 experience
- Windows OS, including Windows 10 , Windows 11
- Mac OS
- Active Directory, DNS, DHCP, Group Policy
- Office 365, particularly Hosted Exchange
- Azure Active Directory
- VMWare, XenServer Hypervisors
- Citrix DaaS
- Familiar with network switches, firewalls, and wireless access points
- Network device configuration and troubleshooting (printers, scanners, etc.)
- Understand basic security, such as 2 factor authentication and complex passwords
- Ability to multi-task, organize, and prioritize work in a fast-paced team environment
- Ability to communicate well over the phone, with exceptional customer service skills.
- Ability to communicate complex items clearly and in common terms.
- Ability efficiently resolve issues in a quick manner
- Ability to think on your feet and adapt to an ever-changing environment
- Ability to document resolutions clearly