IT ServiceDesk Technician

FirstDay Foundation; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

FirstDay Foundation is seeking a motivated Helpdesk/IT Support professional for a 100% onsite role in San Antonio, TX. The position requires 1-3 years of customer service or technical support experience and an associates degree or equivalent.

You will handle high-volume calls, create tickets, route requests to technicians, and maintain workload balance across the team. Strong communication and analytical skills are essential, along with solid knowledge of Microsoft operating systems and

Qualifications

• Associates Degree or equivalent experience required.
• 1-3 years in customer service or technical support preferred.
• Working knowledge of Microsoft operating systems and applications.

Responsibilities

• Answer all incoming helpdesk phone calls.
• Create tickets and connect callers with a helpdesk technician when necessary.
• Assign incoming IT requests to helpdesk technicians.
• Maintain records to ensure equivalent workloads among technicians.
• Assign incoming requests to other support groups (HR, Finance, etc).
• Complete information-only requests.
• Complete basic process requests such as password resets, terminations, etc.
• Monitor for patterns or trends in requests that indicate systemic problems.
• Monitor for VIP requesters and urgent issues.
• Delete spam/junk/sales tickets.
• Forward the helpdesk line to the on-call technician at EOB every day.
• Remove the helpdesk line forwarding every morning.
• Take notes on all department meetings.
• Adhere to company policies, including attendance and punctuality.
• Adhere to confidentiality (HIPAA) requirements.
• Utilize helpdesk analytics to track performance metrics and maximize helpdesk efficiency.

Skills

Customer service

Technical support

Communication

Interpersonal skills

Analytical thinking

MS Windows

MS Office

Education

Associates Degree or equivalent

Job description

It's a great feeling to work for a company that does so much good for others around the world!

This is a 100% onsite position in San Antonio. Remote and/or Hybrid arrangements will not be considered.

Education

Required - Associates Degree in computer-related studies or equivalent experience

Experience

Required - 1-3 years in customer service or technical support

Critical Action Items

• Answer all incoming helpdesk phone calls.
• Create tickets and connect callers with a helpdesk technician when necessary.
• Assign incoming IT requests to helpdesk technicians.
• Maintain records to ensure equivalent workloads among technicians.
• Assign incoming requests to other support groups (HR, Finance, etc).
• Complete information-only requests.
• Complete basic process requests such as password resets, terminations, etc.
• Monitor for patterns or trends in requests that would indicate a systemic problem.
• Monitor for VIP requesters and urgent issues.
• Delete spam/junk/sales tickets.
• Forward the helpdesk line to the on-call technician at EOB every day.
• Remove the helpdesk line forwarding every morning.
• Take notes on all department meetings.
• Adhere to company policies, including attendance and punctuality.
• Adhere to confidentiality (HIPAA) requirements.
• Utilize helpdesk analytics to track performance metrics and maximize helpdesk efficiency.

Measurable Deliverables

• Eliminate missed calls to the helpdesk.
• Ensure the timely assignment of requests in the order of submission.
• Maintain record keeping to balance and assign workload of incoming tasks.

Requirements

• Ability to work independently and in a dynamic environment.
• Strong communication, interpersonal and analytical skills
• Ability and desire to provide excellent customer service to internal (and potentially external) users
• Working knowledge of Microsoft operating systems and applications
• Ability to manage high call volume without missing calls.

Other Responsibilities

• Other job duties as assigned

English (United States)

If you like to work with people that believe they can make a difference in the world, this is the company for you!

EEO Statement

In accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.