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Service Desk Technician
Detroit, MI
$15 - $19 / Hr.

Position No Longer Open

Posted 4/03/2018

Required Skills

  • A working knowledge of lvanti Service Manager, Service-Now or other IT Service Management Service Desk Tool
  • A working knowledge of the following: Virtualization including VMware, VSphere and / or VMware View, Microsoft Windows Server 2003 / 2008 / 2012 / 2012 R2, Microsoft Exchange Server, Microsoft Office 2007 /2010, VoIP, Storage Area Network (SAN) or Network Attached Storage (NAS), Service-Now or other IT Service Management Service Desk Tool, Windows Vista / XP / 7 / 8 / 10 Professional, Active Directory, Mobile Devices and Networking
  • Working knowledge of workstation hardware and operating systems
  • Knowledge of Microsoft server products, Active Directory, VMware and Citrix Xen App
  • Active Directory administration experience
  • Knowledge of and experience troubleshooting MS Office products and PDF editing tools
  • Ability to research solutions or information regarding technical issues; ability to support the following operating systems: Windows 7 and 10, Windows server 2012 R2 and 2016
  • Exceptional customer service skills
  • Excellent interpersonal skills with the ability to gauge the customer's technical ability and be able to communicate with them in an appropriate technical or non-technical language
  • Able to work in and contribute to a collaborative team environment; attention to detail, and able to handle confidential information
  • Ability to communicate well with clients, including clear explanations of complex technology issues
  • Ability to follow standard processes and complete documentation as needed
  • Excellent time management skills, ability to stay organized while handling multiple tasks
  • Positive, "can do" attitude and ability to work in a team environment while maintaining a high level of independence

Job Description

  • Provide 1st (Level) on-site and remote hardware, software and network technical support to include technical guidance, software installations, and removals
  • Escalate unresolved incidents or problems to the appropriate service owner or service manager
  • Respond to requests and restore normal service to internal and external users based on established and approved service level objectives
  • Includes extended-hours on-call services
  • Responsible for all tickets / requests / calls to ensure they are correctly documented, assigned, communicated, and updated with the relevant information and escalated as necessary to defined
  • Brief end users and / or management on the status of resolution efforts
  • Participate in technical and business-related projects and demonstrate the ability to follow standard ITIL processes
  • Ensure appropriate escalation procedures are defined and followed to meet the stated goal of problem resolution
  • Answer calls in a courteous manner, and maintain a "Customer is always right" attitude no matter the situation
  • Notify management if any customer is not satisfied with their service
  • Retain ownership of each call record from open to close, updating those call records periodically throughout the day as new information comes in
  • When attempting to close a call record, the technician must attempt to reach the customer at least 3 times using voicemail and / or email over a period of 5 business days
  • If the customer does not respond at the end of the 5th business day, the record may be closed, but noted in the record to ensure customer contact and satisfaction
  • Complete Service Requests [adds, moves, or changes] assigned to the Service Desk including (but not limited to) account creations, deletions, moves, Internet, network, and email access, generic email accounts, name changes, employee profiles
  • Create TI's from customer's reporting issues
  • Those requesting service should be directed to the online Service Desk Portal
  • Thoroughly attempt to resolve each customer's issue; and if unable, dispatch to the appropriate next level support person / group within 10 minutes of termination of the call
  • Rotate on-call status with other Service Desk representatives, roughly one week per month
  • On call is to begin on Monday of each week and continue through the weekend to the following Monday
  • Holidays falling on a Monday will extend after hours duty to the following Tuesday unless, arrangements are made with the next on call person to retrieve the on call equipment and begin support on that holiday at 7:00am
  • 1 tech line shall be answered by any available service desk personnel
  • The tech line voicemail shall be monitored by the technician on call for that week
  • Perform related duties as needed to ensure the proper operation of the service desk

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1700 Harmon Road, Suite One

Auburn Hills, MI 48326


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