Service Desk Technician I

Jobtailor

Alabama

On-site

USD 42,000 - 52,000

Full time

7 days ago

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Job summary

Jobtailor is seeking an on-site Service Desk Technician to provide hands-on desktop and server support for end users. You will handle requests by phone and email, document issues, and escalate when needed while maintaining SLA expectations. A+ certification and Windows OS experience are preferred.

The role emphasizes customer service, problem solving, and collaboration within a team environment to ensure smooth IT operations for the organization.

Qualifications

College diploma or university degree in computer science.
A+ certification is desirable.
Knowledge of basic computer hardware including PCs, printers, scanners, etc.
Experience with Windows 7, Server 2008 and Server 2012 operating systems.
Experience with South State Bank supported applications.
Strong written and verbal communication skills.

Responsibilities

Handle incoming Service Desk requests by telephone and email.
Document end-user information and issue details; build rapport with customers.
Prioritize, escalate and track problems through to resolution.
Apply diagnostic tools to troubleshoot issues and verify fixes.
Stay current with software updates, drivers, and knowledge bases.
Develop knowledge base content and end-user help sheets.

Skills

Desktop Support

Troubleshooting

Documentation

Communication Skills

Team Collaboration

Education

College diploma or university degree in computer science

Tools

A+ Certification

Event Viewer

Performance Monitor

Anti-Virus Software

Job description

Evaluate documented resolutions and analyze incident trends to prevent future problems
Alert management to emerging incident trends
Assist in software releases, roll-outs and end-user communications
Handle incoming Service Desk requests by telephone and email
Document end-user identification information and issue details
Build rapport and elicit problem details from Service Desk customers
Prioritize, schedule and escalation problems when required
Record, track and document the request problem-solving process through final resolution
Apply diagnostic utilities to troubleshoot issues
Stay updated on software updates, drivers, knowledge bases and FAQ resources
Identify and learn supported software and hardware
Perform hands-on desktop fixes, including software installation/upgrades, hardware installation, file backups and system/application configuration
Install anti-virus software and maintain current virus definitions
Perform preventative maintenance on workstations, printers and peripherals
Test fixes and perform post-resolution follow-ups
Develop help sheets, Knowledge Base content and FAQ lists
Reinforce SLAs to manage end-user expectations

Requirements

College diploma or university degree in computer science and/or 2 years equivalent work experience
A+ certification
Knowledge of basic computer hardware, including PCs, printers, scanners, etc.
Experience with desktop and server operating systems, including Windows 7, Server 2008 and Server 2012
Extensive application support experience with South State Bank supported applications
Working knowledge of diagnostic utilities, including Event Viewer and Performance Monitor
Exceptional written and oral communication skills
Exceptional interpersonal, rapport-building, listening and questioning skills
Strong documentation skills
Knowledge of Service Desk / Service Request Management
Ability to order and maintain a database of supplies, hardware and software
Ability to research a wide range of computing issues
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Ability to sit for extended periods
Dexterity to operate computer components and power tools
Ability to lift and transport moderately heavy objects
Ability to work a 40-hour on-site work week

Core Competencies

Demonstrates expertise in incident management, application support, and troubleshooting across desktop and server environments. Proficient in maintaining hardware and software, with strong communication and customer service skills to enhance user experience.

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