IT Service Desk Technician

Sunnyvale, CA 94086

Posted: 07/23/2019 Employment Type: Contract Industry: Information Technology Job Number: 6586


Reports to: Manager, IT Support Services

The Service Desk Technician (SDT) is responsible for first line user support for all IT related issues, problems, and training. The IT Service Desk Technician is also responsible for creating and dispatching tickets to Desktop Support Technicians and other IT groups as necessary using the Service Management System. Successful candidates will be able to cross train with our Service Desk and Desktop Support technicians to learn additional skills and applications.


Roles and Responsibilities:
  • Handle first level calls and service requests from corporate office, field based, and remote office employees, contractors, and consultants
  • Create and dispatch work orders within the Service Management System
  • Communicate with customers via phone, email, chat, and in person to troubleshoot, discuss service expectations, relay relevant company policy, gather information, etc.
  • Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary
  • Use various software tools to remotely troubleshoot customer issues
  • Properly document steps taken leading to resolution or escalation of work orders
  • Setup, manage, configure, and disable network accounts in the Account Management System
  • Learn, implement, and follow procedures as prescribed by department operating documentation and standards
  • Learn, update, and revise knowledge of company, department, and team procedures and policies
  • Verify knowledge base articles and update as needed for incorrect or missing information
  • Properly track IT equipment as assigned to customers in the Service Management System


Skill/Job Requirements:

  • Bachelor’s degree or equivalent education and experience desired
  • At least two years of experience supporting a Windows domain environment desired
  • Relevant certifications such as various MCITP, Security+, A+, and ITIL preferred
  • Strong customer service skills and experience required
  • Previous experience in a service desk environment desired
  • Experience supporting Active Directory services and various business applications
  • Must be able to work independently and self-directed, as well as within a team
  • Must have excellent organizational, verbal, and written communication skills
  • Successful candidates will be comfortable operating in a fast paced and changing environment
  • Occasional weekend and non-business hour support may be required
  • Successful candidate should be flexible and able to complete projects outside their normal daily duties as needed
  • This is a contract to permanent position with primary work responsibilities taking place during normal business hours
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