Help Desk Technician - Elkton, IL 62268 - Georgia IT Inc.

Job Title: Help Desk Technician
Location: Elkton, IL 62268
Position Type: Direct Hire
Rate: DOE (W2/1099)
 
 
Company Description
The client provides exceptional value through IT managed services that assures a fixed cost for our business partners.  Our highly trained and motivated professionals will constantly strive to offer proactive services that maximize the profits, productivity and competitive advantages of those partners.
We develop, expand and maintain local and wide area networks, servers, workstations and applications. Productivity increases dramatically when company team members and locations communicate quickly and effectively.

• Remote Monitoring & Management
• Virtual Private Networks
• Wireless Networks
• Network Management & Service
• Remote Support / Help Desk
• Server Implementation & Administration

Job Description
The Service Desk Technician's role is to ensure proper computer operation so end users can accomplish their business tasks.  This includes receiving, prioritizing, documenting and actively resolving end user help requests 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 require that the individual give in-person, hands-on help at the desktop level.
Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Ensure maximum profitability on every call.
• Ensure maximum productivity/profitability of the technical staff as a whole.
• Ensure proper procedures are followed by all staff involved.
• Ensure proper response and customer communication for recurring incidents or ongoing issues.

 
Operational Management

• Field incoming customer requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Build rapport and treat each customer with respect and provide exceptional customer service as if they were your only customer.
  • The goal is to meet or exceed the response and resolution targets for the customer as outlined in the Service Level Agreement.
• Log all pertinent details in a service ticket.
  • A new unique service ticket should be created for each customer contact.  A closed ticket should only be reopened if a customer indicates service has not been restored within 7 days of resolutions.
  • The incident board should be used to create a ticket for a failed service or configuration.  The service request board should be used to create a ticket for all requests and preapproved changes.
  • Document end user identification information, including company, customer contact, location, and contact information(email & phone) and nature of problem or issue.
  • Elicit problem or service request details from the customer and maintain a detailed historical record in the service ticket.
  • Check for duplicate or related tickets.  Cancel duplicate(same person and issue) tickets.  Child related tickets but continue to maintain communication with all users.
• Categorize and Prioritize service tickets.
  • Each service ticket must be categorized based on the service being repaired or provided.  If an incident is a result of a change, indicate by choosing "Change Related” in the Service Item category field.
  • Prioritize and schedule work to be performed.  Use the severity and impact to determine the priority then schedule work to be performed within the priority based Service Level Agreement. 
  • Reinforce SLAs to manage end-user expectations.
  • Escalate the request (when required) to the appropriately experienced technician.
• Diagnose and resolve the request.
  • Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Document all research to be used as a future knowledge article and to communicate to other technicians should escalation be required.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Clearly document the resolution in business terms that are understandable by the customer.  Store technical details separately.
• Service resolution and recovery.
  • Test fixes to ensure problem has been adequately resolved.
  • Assist the customer if needed to restore or update data.
  • Once service has been restored/provided, update the ticket status to indicate resolution.  Communicate with the customer to verify.
  • Confirm categorization is correct.
  • If it is likely an incident will recur, a problem ticket should opened with a reference to the incident.
  • Perform post-resolution follow ups to help requests.
• Maintain service readiness through training and self-development.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Develop help sheets and FAQ lists for end users.

Qualifications
Formal Education & Certification

• 2-year technical training or college diploma or 2 years equivalent work experience.
• A+ and Network+ Certifications a plus.

Knowledge & Experience

• Knowledge of basic computer hardware, including workstations, servers, network switches, printers and peripherals.
• Experience with Microsoft desktop and server operating systems.
• Application support experience.
• Working knowledge of a range of diagnostic utilities.
• Familiarity with the fundamental principles of ITIL.
• Strong documentation skills.
• Fluent English language skills.

Personal Attributes

• Demonstrate concern and empathy for customers and a sense of urgency to resolve their issue.
• Focus on customer satisfaction and service delivery quality.
• Ability to effectively communicate verbally in person, on the telephone, electronically and in writing.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Think logically in solving assigned problems and to present recommendations with clarity in written and graphic form.  Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Learn new skills and knowledge quickly.  Ability to read, analyze and interpret industry trends, general business periodicals, professional journals or technical procedures.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Producing accurate, detailed documentation at the client, problem and incident level.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.