Service Desk Monitoring Technician

ZipRecruiter; Portland (OR); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in the tech industry is seeking a Service Desk Technician to provide first-level support for technical issues. The role includes monitoring service desk operations and ensuring customer satisfaction through effective problem resolution. Ideal candidates will have strong customer service skills, technical knowledge, and the ability to work flexible hours, including evenings and weekends.

Qualifications

• At least 1 year of customer service experience, preferably in IT.
• Flexible shifts and after-hours availability.

Responsibilities

• Update tickets accurately and immediately with detailed notes.
• Provide excellent customer service via phone and email.
• Troubleshoot hardware and software issues.

Skills

Customer Service

Communication

Troubleshooting

Attention to Detail

Problem Solving

Education

COMPTIA A+ Certification

COMPTIA Network+

Job description

Job Description

Salary: $21-$24

Summary/Objective

The Service Desk Technician position encompasses two departments: Service Desk and Service Desk Monitoring. The Service Desk role serves as the first point of contact for inbound technical calls, addressing, resolving, and escalating issues for internal and external partners. The Service Desk Monitoring Technician monitors the SDM Assignment group queue and assists the SD Team with inbound calls during business hours. All employees are required to be cross-trained in both roles.

Ideal candidates should possess excellent customer service and communication skills, troubleshooting abilities, and the capacity to update the ServiceNow ticketing system with detailed notes in real-time. Flexibility to work after-hours and participate in on-call rotations is essential.

Essential Functions

Service Desk

• Update tickets accurately and immediately with detailed notes.
• Provide excellent customer service via phone and email, even with difficult users.
• Write, proofread, and edit technical documentation and tickets.
• Read and follow technical procedures and documentation.
• Follow escalation paths and explain issues effectively.
• Troubleshoot hardware and software issues, including network problems like passwords and connectivity.
• Set up new users and reset passwords following procedures.
• Complete activity logs and update technical documentation as assigned.
• Provide data related to tickets as requested.
• Learn and utilize new software quickly.
• Maintain client confidentiality and foster positive relationships.
• Adhere to policies, procedures, and punctuality expectations.

Service Desk Monitoring

• Perform daily tasks such as Cohesity checks and message management.
• Monitor phone queues, respond promptly, and assist with calls and chats.
• Monitor SolarWinds alerts and escalate failures.
• Check RCC temperatures and alert Facilities if out of range.
• Post announcements and manage the myServices Portal.
• Triages and resolves or routes incidents, escalating when necessary.
• Document ongoing incidents and communication channels.
• Update training documentation and maintain ticket data.

Competencies

• Attention to detail, communication skills, and customer service excellence.
• Organization, time management, problem-solving, and teamwork skills.
• Strong decision-making and technical capacity.

Work Environment

Professional office environment with standard equipment such as computers, phones, and headsets.

Physical Demands

Regularly read, write, talk, and hear; vision and focus abilities required.

Position Type/Hours

Full-time, remote, with 24/7/365 coverage. Schedule may vary based on client needs, with potential overtime.

Required Education & Experience

• COMPTIA A+ Certification or equivalent experience.
• Flexible shifts and after-hours availability.
• At least 1 year of customer service experience, preferably in IT.

Additional Education & Experience

• COMPTIA Network+ or equivalent.
• Previous IT help desk or service desk experience preferred.

Shifts

• Tuesday - Friday 6pm - 6am
• Saturday-Monday 6am-6pm and Tuesday 10am-7pm