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Service Desk Technician I
Location:
San Antonio, TX
Description:
a360inc. is a leading technology provider to the financial services, real estate, and legal industries. We are currently looking for to fill a Service Desk Technician, Level l role in our San Antonio office. This is a hybrid office/remote position. Purpose of this Role: The Service Desk Technician is responsible for ensuring prompt and effective response to user requests by creating items in the ticketing system and working them through completion or effectively routing them via appropriate escalations. Remote service is provided in most cases, but onsite support can also become required. In all cases, the technician is required to behave in a highly professional manner with a strong emphasis on delivering high quality customer service in order to ensure customer satisfaction. The technician demonstrates the ability to communicate effectively, strictly adhere to standardized policies and practices, and provide support for a wide variety of hardware and software. Collaboration with other IS teams and engineers is frequently required and technical/career development is highly encouraged. Essential Duties and Responsibilities: Receive inquiries and support requests from users via telephone, email, ticketing system, and ticketing system chat feature. Create and manage tickets in the Service Desk Queue by thorough and accurate classification and documentation of reported issues, diagnostics and other research, troubleshooting steps, and resolution, or appropriately escalate within prescribed SLA and according to established guidelines. Support a wide range of desktop software, including internally developed CMS, common third party office programs such as those developed by Microsoft and Adobe, internet, and more peripheral miscellaneous software such as faxing utilities. Support a wide range of hardware, including desktops, laptops, printers, scanners, networking devices and other peripheral computer equipment, desk phones, multimedia equipment, and wireless devices. Diagnose and repair computing hardware and provide maintenance on peripherals such as printers and scanners Manage user profiles and complete MAC requests via AD, Outlook, CMS and other programs. Support systems administrators, (WAN and LAN networking, server hardware) by conducting initial fact finding and troubleshooting steps in the case of outages or performance degradation. Alert and escalate to relevant IS teams and update both IS and user(s) to resolution. Create and maintain knowledgebase entries of issues, troubleshooting steps, resolutions, and reference. Knowledge, Skills and Abilities: Soft Skills Strong customer service ethic Strong verbal and written communication skills Attention to detail Strong analytical and problem solving skills Ability to remain poised and focused under stress Ability to prioritize and multitask Ability to adapt to changes and adopt policies Technical Skills A+ certification preferred Familiarity with Windows 7 and 10 administration and deployment Entry level network administration Experience with work order ticketing system Training and Experience: BS or Associate's degree in Computer Science or equivalent or equivalent experience Minimum 1 year preferred Conditions of Work: Ability to sit or stand for long periods of time. Ability to remain focused for extended periods of time. Ability to work extra hours on short notice to accomplish goals. Ability to work on computers for a significant portion of the day. Ability to travel domestically, if necessary. Job Posted by ApplicantPro
Company:
A360inc
Posted:
January 25 on ApplicantList
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More About this Listing: Service Desk Technician I
Service Desk Technician I is a Technology Technician Job at A360inc located in San Antonio TX. Find other listings like Service Desk Technician I by searching Oodle for Technology Technician Jobs.
Service Desk Technician I is a Technology Technician Job at A360inc located in San Antonio TX. Find other listings like Service Desk Technician I by searching Oodle for Technology Technician Jobs.