Service Desk Tech I

Purpose of Position: ( Pay Rate: $25hrly) The Service Desk Tech I is responsible for providing IT support to the Word and Brown family of Companies. This position provides hands-on and phone support for internal users requiring assistance with information technology related problems and external customers requiring login/password assistance for public facing websites. The Service Desk Tech I will respond to requests for technical assistance for software and hardware systems. Requests may originate by phone, email, or directly through service tickets. The technician is expected to update, resolve and track multiple requests/incidents daily using an enterprise-level ticketing system. Service Desk Tech I will communicate the status and resolution with the business units and create internal knowledge base items as appropriate. The ideal candidate will have excellent service etiquette and phone skills, excellent team skills, general knowledge of the ITIL framework, a solid understanding of current PC technologies/software/networking, and familiarity with tools like SCCM and PowerShell. Essential Functions: Provide hands on tech support for PC related issues. Manage incident resolutions using a Service Desk system. Triage and route incidents to other teams. Engage peers and vendors for support as needed. Work within a call center environment for 4 hours per day, and as needed. Continually prioritize technical issues based on level of urgency, SLA, and impact to the business. Image, configure, deploy, and maintain computing assets and peripherals using industry standard tools. (SCCM, Endpoint Manager, Remote Desktop, Service Desk ticketing, etc.) Maintain physical inventory. Retire assets and work with vendors to E-waste equipment as necessary. Follows processes, escalation procedures, knowledge base, standards, and daily operations. Create technical instructions and documentation for users and staff to provide support for common issues as needed. On-site/remote regular attendance and punctuality are essential functions of the job. Performs other business tasks or functions as assigned. Knowledge, Skills & Abilities Required: Excellent customer service and troubleshooting skills. Strong communication skills both written and verbal. In-depth knowledge and understanding of computer hardware/software and peripherals, MS Office Suite, Windows OS, Active Directory, Citrix, VDI, printers and web services. Ability to manage multiple issues in a fast paced environment where priorities may change. Demonstrated ability to work on multiple tasks and set priorities. Must be able to speak, read and write English and communicate well with people at all levels of the organization. Experience in a Service Desk environment, or equivalent experience providing hands on IT support. Experience demonstrating technical, analytical, organizational and troubleshooting skills. Prior Health Insurance industry experience preferred. Understanding of regulatory compliance such as HIPAA, PCI, etc. preferred. Understanding of ITIL Service Desk best practices preferred. Information Technology Infrastructure Library (ITIL) certification preferred CompTIA A (or similar) certification(s) preferred Educational Requirements: Associates Degree, professional training, certifications, or equivalent experience required. Physical Requirements: Must be able to sit for extended periods of time and occasional standing and walking. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to communicate effectively in English. Must be able to use a keyboard and other office equipment. Ability to lift up to 50 pounds occasionally.