National Cooperative Business Association
Service Desk Technician I
National Cooperative Business Association, Arlington, Virginia, United States, 22201
Service Desk Technician
VA Office
The Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish 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 requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities Include:
Strategy & Planning
Alert management to emerging trends in incidents.Acquisition & Deployment
Deploy pre-packaged software using distribution tools and processes as requested by end users.Deployment and provisioning of end-user devices and peripherals such as workstations, printers, and VoIP devices.Operational Management
Provide in-person technical support 2 - 3 days per week.Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.Provide on-call and after-hours support on a rotating or periodic basis.Execution of system runbooks and checklists to ensure system stability and availability.Collaborate with the Desktop Support Team to proactively identify and resolve system issues.Perform inventory of end-user devices and hardware on a periodic basisMaintaining user accounts and licenses in various systems and applicationsBuild rapport and elicit problem details from service desk customers.Prioritize incidents and service requests according to defined processes to meet defined SLAs.Escalate incidents with accurate documentation to suitable technician, when required.Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Use remote tools and diagnostic utilities to aid in troubleshooting.Research solutions through internal and external knowledgebase as needed.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure an incident has been adequately resolved.Develop help sheets and FAQ lists for end users.Contribute to technician knowledgebase as neededReinforce SLAs to manage end-user expectations.Provide suggestions for continual improvement.Minimum Qualifications Include:
Formal Education & Certification
College diploma or university degree in the field information technology or 3+ years of equivalent work experience.Certifications in ITIL, Microsoft, CompTIA, or HDI are preferred.Knowledge & Experience
Providing remote and on-site user support in a hybrid work environment using VPN and application virtualizationSupporting hardware-based video conferencing solutions in various conference room sizes.Experience with managing user accounts in business applications, Active Directory, and Azure (M365)Experience with mobile application management platforms such as Microsoft Intune.Knowledge of computer hardware, including HP thin clients, desktops, laptops, and printersExtensive application support experience with Microsoft 365 and Office productivity suite.Working knowledge of remote support and diagnostic utilities such as GoToAssist.Experience with desktop and server operating systems, including Windows 11 and Windows Server 2016/2019Familiarity with the fundamental principles of ITIL and Service Delivery conceptsExceptional written and oral communication skills.Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.Strong documentation skills.Personal Attributes
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.Committed to developing new skills to align with technology advancements and infrastructure changesHighly self-motivated and directed.Keen attention to detail.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environment.
AA/EOE
VA Office
The Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish 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 requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities Include:
Strategy & Planning
Alert management to emerging trends in incidents.Acquisition & Deployment
Deploy pre-packaged software using distribution tools and processes as requested by end users.Deployment and provisioning of end-user devices and peripherals such as workstations, printers, and VoIP devices.Operational Management
Provide in-person technical support 2 - 3 days per week.Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.Provide on-call and after-hours support on a rotating or periodic basis.Execution of system runbooks and checklists to ensure system stability and availability.Collaborate with the Desktop Support Team to proactively identify and resolve system issues.Perform inventory of end-user devices and hardware on a periodic basisMaintaining user accounts and licenses in various systems and applicationsBuild rapport and elicit problem details from service desk customers.Prioritize incidents and service requests according to defined processes to meet defined SLAs.Escalate incidents with accurate documentation to suitable technician, when required.Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Use remote tools and diagnostic utilities to aid in troubleshooting.Research solutions through internal and external knowledgebase as needed.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure an incident has been adequately resolved.Develop help sheets and FAQ lists for end users.Contribute to technician knowledgebase as neededReinforce SLAs to manage end-user expectations.Provide suggestions for continual improvement.Minimum Qualifications Include:
Formal Education & Certification
College diploma or university degree in the field information technology or 3+ years of equivalent work experience.Certifications in ITIL, Microsoft, CompTIA, or HDI are preferred.Knowledge & Experience
Providing remote and on-site user support in a hybrid work environment using VPN and application virtualizationSupporting hardware-based video conferencing solutions in various conference room sizes.Experience with managing user accounts in business applications, Active Directory, and Azure (M365)Experience with mobile application management platforms such as Microsoft Intune.Knowledge of computer hardware, including HP thin clients, desktops, laptops, and printersExtensive application support experience with Microsoft 365 and Office productivity suite.Working knowledge of remote support and diagnostic utilities such as GoToAssist.Experience with desktop and server operating systems, including Windows 11 and Windows Server 2016/2019Familiarity with the fundamental principles of ITIL and Service Delivery conceptsExceptional written and oral communication skills.Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.Strong documentation skills.Personal Attributes
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.Committed to developing new skills to align with technology advancements and infrastructure changesHighly self-motivated and directed.Keen attention to detail.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environment.
AA/EOE