What are the responsibilities and job description for the IT Service Desk Technician position at SNI Technology?
Job Description
Job Description
SNI Technology's client located in Denver, CO is seeking to hire a talented IT Service Desk Technician (Tier I) for an exciting, full-time 4-month, contract-to-hire opportunity. Please note this is a M-F, onsite position.
POSITION OBJECTIVE
The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, troubleshooting and actively resolving end-user service requests and incidents; and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
REQUIRED QUALIFICATIONS
DUTIES & RESPONSIBILITIES
Strategy & Planning:
The compensation for this position is in the range of $24 to $26.50 hourly (i.e., $50K to $55K annually full benefits upon converting to permanent). Please note your actual pay rate will be determined based upon your skills, knowledge and abilities including work experience - talk with your recruiter to learn more.
SNI Technology's client located in Denver, CO is seeking to hire a talented IT Service Desk Technician (Tier I) for an exciting, full-time 4-month, contract-to-hire opportunity. Please note this is a M-F, onsite position.
POSITION OBJECTIVE
The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, troubleshooting and actively resolving end-user service requests and incidents; and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
REQUIRED QUALIFICATIONS
- Minimum of 2 years equivalent work experience in a corporate environment working supporting a Service Desk.
- Knowledge of basic computer hardware, including laptops, desktops, printers, and peripherals.
- Experience with desktop operating systems, including WIN10, WIN11, macOS.
- Extensive application support experience with Microsoft 365, Microsoft Azure, Microsoft AD.
- Familiarity with the fundamental principles of ITIL and ITSM.
- Strong documentation skills.
- A Certification a plus.
DUTIES & RESPONSIBILITIES
Strategy & Planning:
- Alert management to emerging trends in incidents.
- Deploy pre-packaged software using distribution tools and processes as requested by end users.
- Fulfill customer service requests from a standard service request catalog.
- Provide first contact support of incoming requests and incidents to the service desk from all available channels. to ensure courteous, timely, and effective resolution of end-user issues.
- Perform remote and on-site tech support of hardware, software, and network issues.
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Manage deployment and recovery of IT equipment.
- Develop help sheets and FAQ lists for end users.
- Provide basic "how-to" training to end users.
- Contribute to technician knowledgebase as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
- Validate employee compliance to policy and procedures during all tasks, acting, reporting, or escalating as necessary.
The compensation for this position is in the range of $24 to $26.50 hourly (i.e., $50K to $55K annually full benefits upon converting to permanent). Please note your actual pay rate will be determined based upon your skills, knowledge and abilities including work experience - talk with your recruiter to learn more.
Salary : $24 - $27
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