Information Technology Help Desk Technician

Job Description: The Service Technician provides technical assistance and support for incoming Service Desk queries and issues related to computer systems, software, and hardware. Responds to queries either in person or over the phone. The IT Service Technician reports to the Director of IT. Responsibilities and Duties:Provides superior customer service, is the dispatcher for the IT Service Desk System and monitors SLA's to ensure assigned issues are completedDoes follow up user requirement gathering as needed for submitted Service Desk ticketsDocuments IT and Business processes and reviews work instructions to post to a document control system (Confluence, Jira, Shared Drive)Write training manualsManages the WMS Scanners setup and maintenanceWorks with the Network Administrator to maintain the IT Hardware/Software InventoryResolves technical problems with LAN/WAN, and network appliancesInstalls, modify, and repair computer hardware/softwareConfigure users in a cloud-based phone system. Follows Banner Solutions IT SOPs to include incident and problem escalation. Coordinates 3rd Party Print Management Services Is a Member of the Disaster Recovery Team Qualifications and Abilities:Associate Degree, or 4 years working in a Service Desk EnvironmentIs highly proficient in the MS Office SuiteA+, Microsoft Certified ProfessionalExposure to Microsoft AzureExperience in a Virtual Desktop Environment Ability to Discern problems quickly and can communicate effectively Displays Dependability and Flexibility and has a strong sense of urgency when assigned tasksCareer Path:Dictated by organizational need, this position can be a launching pad for various IT career paths, whether IT analyst, hardware or software related

Created: 2025-10-02