Service Desk Technician I

Job Description

About the Role

Service Desk Technician I

1015 K Street Northwest, Washington, DC, USA

24.38 per hour

Hourly

Full Time

IT Service Desk Technician

Salary: $24.38/hourly

Anticipated Start Date: July 2024

Apply By: NA

Term of Employment: Full-time, Non-Exempt

Base of Designation: Hybrid in Washington, DC; Onsite 3-4 days per week

The Service Desk Technician is the first point of contact for a range of help desk support, network support, software installations, desktop setups, printer and hardware/software inventory.

Occasional evening and weekend work will be required.

Responsibilities

Works within the IT Service team in addressing, tracking, prioritizing and meeting user requests for support.

Provides end-user support in all standard PC/MacOS application software and in all aspects of working within the network environment.

Fields requests for support via telephone, email, ticketing system, in person and remotely.

Escalates any support requests he/she is unable to resolve to the appropriate team member.

Works with other IT members to ensure a team approach toward meeting the organization’s technical support needs.

Responsible for fleet of MFP machines for the campus – including placing service calls and maintaining supplies for each device.

Helps maintain an inventory of all IT related equipment, software, tools and documentation.

Supports all mobile devices consistent with World Learning policies.

Conducts preventive maintenance and proactive support to reduce the trouble call load.

Plays a critical role in planning and implementing the yearly project of upgrading computers.

As a member of the Service Desk team, runs an in-house repair facility by maintaining an inventory of replacement parts, and hardware repair tools.

Identifies training needs through trouble call experience with end users and shares with Service Desk Team

As an IT representative, ensures that standards, purchasing policies, data security, copyright and other corporate policies relative to information technology are understood and followed.

Assists the IT Infrastructure team in any additional ways required or any work as assigned by Network/System Administrators, Supervisor.

Provides A/V support and setup to include projection, audio mixing and distribution, video and audio recordings, teleconferencing, etc.

Adheres to cyber and information security best practices

Routinely assesses security measures and mitigates security concerns

Contributes to project deliverables and supports project managers as needed

Requirements

Associates degree or equivalent related work experience.

Work experience in a professional environment.

Track record demonstrating strong customer service skills and patience to work with end users of varying technical ability.

Possesses strong written and verbal communication skills.

Expertise in all standard software applications including Windows, Office 365, Adobe.

Exposure to Mac OS (installation of Office/Adobe software, OS updates)

Experience creating and updating user accounts in Active Directory.

Familiarity and experience with computer management, installation maintenance and integration with network services.

Demonstrates ability to use software diagnostic tools for troubleshooting both network and local problems.

Demonstrates initiative, creativity, attention to detail, and ability to multitask effectively.

The ability to work calmly and enthusiastically in a trouble call response mode with a heavy workload and demanding user base.

Desired

Help desk or dispatching experience preferred, but not necessary.