Service Desk Level 1

Gaithersburg, MD 20877

Posted: 09/15/2022 Job Category: Support Job Number: 2175

Job Description

The Service Desk Engineer, Level 1, role puts a strong focus on providing a superior customer experience while providing support for end-user computing components in accordance with company SLAs. This position requires a moderate ability to troubleshoot and solve a variety of IT-related issues, as well as the capability to identify daily challenges that may necessitate additional team support to best support the business. This includes but is not limited to the deployment, support, and management of end-user computing technology. 

All job requirements are based upon business needs and are subject to change and not limited to the below. 

GENERAL SKILLS

•    Must be able to work independently and/or in a team environment
•    Solid time management and organizational skills are a must 
•    Able to effectively sense, identify and prioritize based on impact/severity
•    Ability to interact professionally with a diverse group of colleagues and end-users.
•    Basic multitasking skills and should be ready to work in a fast-paced work environment
•    Ability to follow processes and procedures carefully. Input is always welcomed!
•    Organization is key
•    Service Now experience is a plus
•    Able to lift up to 25 pounds

JOB SKILLS 

•    The candidate should have basic knowledge and understanding of the below technologies which include but not limited to
o    Windows, IOS, and Android operating systems
o    Microsoft Office 365 administration console, web apps, and local office suite
o    Microsoft Intune, KACE, JAMF, Bomgar, and or other endpoint/remote management solutions
o    Unified Communication tools (Bluejeans, ZOOM, etc.) 

RESPONSIBILITIES

•    Provide Level I support via phone, email, Slack, Bomgar, and additional communication technologies as required to onsite and remote employees across multiple geographical locations.
•    Handle swift and timely resolution of tickets in accordance with company SLAs while building strong customer relationships
•    Provide support that will involve but not limited to; installation of hardware/systems, software for end computing, basic networking, and communications systems.
•    Maintain, organize, and manage daily assigned tickets of ongoing customer issues and steps towards resolution per company SLA standards.
•    Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution on tickets. 
•    Perform troubleshooting analysis of workstations and associated systems
•    Deploy and manage various messaging systems and client platforms (Office 365 / Outlook etc)
•    Assist in documenting issues and resolutions to maintain an internal knowledge base
•    Manage user accounts, permissions, email, anti-virus, and anti-spam
•    Quickly diagnose, troubleshoot and resolve technical issues at the desktop level
•    Provide training and orientation to existing and new employees
•    Travel between various sites will be required as necessary
•    Participate in a rotating weekly on-call schedule after hours and weekends
•    Champion our vision to deliver service excellence 

QUALIFICATIONS

•    Should be an outgoing and confident individual who takes pride in being able to help make a difference! 
•    Associate, Bachelor's, and or 1 - 3 years minimum work experience within a Service Desk environment
•    Certifications not required, however, are encouraged. Common knowledge is a plus! 
o    ITIL Foundation
o    HDI – CSR, Customer Service Representative
o    Comp Tia A+
o    Comp Tia Network +
o    ACMT, AppleCare Mac Technician
o    Microsoft Certified (OS) 



 

Meet Your Recruiter

Gregg Chaillet
Recruiting Manager

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