Servicedesk Technician Tiers 1 - 3 at Trulycreative Network solutions

Job Description

Position Title:

Service Desk Support Technician Tier 1 - Tier 3

Reports To:

Service Desk Supervisor

Essential Duties & Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

·        Serves as the first line support for all user IT support issues and works with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution.

·        Identifies, researches, and resolves technical problems.

·        Responds to service desk tickets, telephone calls, and e-mail and personnel requests for technical support.

·        Tracks and monitors the problem to insure a timely resolution.

·        Manage user systems, applications and office productivity appliances: maintain repair or upgrade desktops, servers, network devices, laptops, printers, scanners, copiers, and fax machines; maintain and support Windows desktop and applications (MS Office Suite), install vendor critical and security patches and updates.

·        Serve as the IT Liaison to external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.

·        Safeguard operating data through the administration and backup and restore processes.

·        Establish and monitor policies and procedures to ensure appropriate usage of information systems.

·        Develop and maintain desktop support procedures, and prepare end-user documentation

·        Review infrastructure assets: vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory and labeling.

·        Evaluate, design and implement new systems (software and hardware) to increase productivity, enhance business operations and services, and reduce manual or paper processes.

·        Performs research and makes recommendations.

Technical Skills

Tier 1

·         Experience with Microsoft desktop operating systems, including Windows 7, 8, 10 & 11

·         Experience with building Microsoft server operating systems, including Windows Server 2012, 2016, 2019 & 2022

·         Experience with managing Microsoft Active Directory, DHCP, DNS, NTFS permissions

·         Experience with computer, server and networking hardware

·         Experience with Backup and Restore concepts and solutions

·         Experience with virus and spyware removal tools.

·         Experience with TCP/IP and networking concepts.

·         Experience with wireless technologies

·         Experience with Remote Management and Monitoring Tools

·         Experience with basic troubleshooting. (Googling none critical items)

Required Skills

·        Ability to prioritize tasks and an interest in self-motivation.

·        Ability to work as part of a team. 

·        Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas

·        Organizational skills with the ability to handle multiple tasks and/or projects at one time.

·        Customer service skills with the ability to interact professionally and effectively with customers, vendors and partners within and outside the Company.

·        Decision‐making skills with the ability to investigate and weigh alternatives and select the course of action that provides the greatest benefit to the organization.

·        Creative thinking skills with the ability to ask the needed bigger‐picture questions that lead to process and team improvements.

·        Time management skills with the ability to prioritize and schedule daily activities for the most efficient use of time

·        Problem solving skills with the ability to look for root causes and implementable, workable solutions

·        Interpersonal skills with the ability to work in a fast‐paced environment and participate as an independent contributor with little supervision or as an active team member depending on the situation and needs.

·        Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization

Required Experience

Tier 1

Associates Degree or equivalent work experience

• 2+ years of experience in a computer related field
• Preferred Certifications
  Microsoft Certified Solutions Associate
          CompTIA A+

        CompTIA Network +

Tier2

• Proficient in Tier 1
• Experience with configuring Microsoft server operating systems, including Windows Server 2012, 2016, 2019 & 2022
• Experience with configuring Microsoft Active Directory, DHCP, DNS, NTFS permissions
• Experience with intermediate troubleshooting. (Log review)

• Proficient at Tier 1 & Tier 2
• Experience with troubleshooting Microsoft server operating systems, including Windows Server 2012, 2016, 2019 & 2022
• Experience with troubleshooting Microsoft Active Directory, DHCP, DNS, NTFS permissions
• Experience with Advanced troubleshooting. (PowerShell)

Work Environment & Physical Demands

Work is normally performed in a professional office setting where business casual dress attire is required.  

Business requirements may require staff to work in non-office environments, staff will be allowed to adjust their working attire based on the conditions and management approval.

Travel is dependent on business requirements.   Company vehicles are available to employees to utilize, or if authorized employees using personal vehicles can request mileage reimbursement.

The physical demands for this position include exerting up to 50 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, and pull or otherwise move objects, including the human body. This is considered sedentary work, which involves sitting most of the time; walking and standing are required, as well on occasion. Telephone work and/or computer is typically required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Schedule

Service Desk normal hours are Monday – Friday 8am – 5pm. The service desk is available for after-hours support when scheduled or for emergencies. This may require you to preform work duties after your normal scheduled shift. A service desk support technician’s may be required to work weekends and overtime.

Equal Opportunity & Affirmation Action Disclosure

TrulyCreative Network Solutions is an Equal Opportunity & Affirmative Action Employer and does not discriminate because of age, color, disability, ethnicity, marital or family status, national origin, race, religion, sex, sexual orientation, military veteran status, or any other characteristic protected by law. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.