IT Service Desk Technician I

Colonial Group; Escondido (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Colonial Group seeks an IT Service Desk Technician I to support day-to-day IT operations, field inbound requests, and provide tier-one technical assistance. You will work across phone, email, in-person channels and a ticketing system while assisting with account management and hardware/software setups.

Ideal candidates have 1–2 years in helpdesk/desktop support, strong Microsoft environment knowledge, and solid communication skills.

Qualifications

• 1-2 years of helpdesk/desktop support experience preferred.
• Proven aptitude for learning new technology and interest in helping others.
• Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, MS Exchange Server 2010, Office 365, Windows 7.
• Good verbal, written and interpersonal skills.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.

Responsibilities

• Act as the “face” of IT by fielding phone calls and triaging incoming tickets.
• Provide tier one support for any information technology issues and problems.
• Provide assistance by phone, email, in-person and using a ticket management system.
• Track issues and update the internal knowledgebase with issue resolution details.
• Track user account creation, changes and deletions.
• Perform password resets.
• Support computers, laptops, tablets, smart phones and applications.
• Monitor and elevate alerts from monitoring/antivirus systems.
• Monitor backup system alerts and elevate errors.
• Maintain user accounts including rights, permissions and systems groups.
• Manage critical incidents.
• Quickly and accurately determine incident scope and impact.
• Follow up on tickets at pre-defined intervals until resolved.
• Update daily status reports and shift handover reports.
• Write training manuals and train users.
• Walk customers through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Set up equipment for new employee desk space.
• 10% Travel expected.

Skills

Helpdesk support

Ticketing system (ServiceNow)

Windows server 2008/2012

Office 365

MS Exchange Server 2010

Mobile device troubleshooting

Communication skills

Troubleshooting

Job description

SUMMARY: The IT Service Desk Technician I is a service-oriented person who performs at the professional level to support the day-to-day responsibilities of the IT Department. The Service Desk Technician I responds to requests from internal users about technology issues and applies knowledge and expertise to resolve issues or respond to requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Act as the “face” of IT by fielding phone calls and triaging incoming tickets.
• Provide tier one support for any information technology issues and problems.
• Provide assistance by phone, email, in-person and using a ticket management system.
• Track issues and update the internal knowledgebase with issue resolution details.
• Track user account creation, changes and deletions.
• Perform password resets.
• Support computers, laptops, tablets, smart phones and applications.
• Monitor and elevate alerts from monitoring/antivirus systems.
• Monitor backup system alerts and elevate errors.
• Maintain user accounts including rights, permissions and systems groups.
• Manage critical incidents.
• Quickly and accurately determine incident scope and impact.
• Follow up on tickets at pre-defined intervals until resolved.
• Update daily status reports and shift handover reports.
• Write training manuals and train users.
• Walk customers through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Set up equipment for new employee desk space.
• 10% Travel expected.

Key 30, 60, 90 Day Accomplishments

• 30 Day: Learning process and procedures - Servicenow ticketing system, Onboarding, Exiting, and inventory
• 60 Day: Exudes confidence in the process and procedures listed above, beginning to take further action.
• 90 Day: Shows ability to handle Tier 1 responsibilities with little or no direction.

EXPERIENCE, EDUCATION:

• 1 -2 years of helpdesk/desktop support experience preferred.
• Proven aptitude for learning new technology and interest in helping others.
• Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, MS Exchange Server 2010, Office 365, Windows 7.
• Good verbal, written and interpersonal skills.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.