Service Desk Technician
Job title: Service Desk Technician in Albuquerque, NM at ECS
Company: ECS
Job description: Job Description:ECS is seeking a Service Desk Technician to work in our Albuquerque, NM office.The responsibility of a Service Center Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the technician will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education.
- Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues.
- Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
- Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
- Upon completing additional training, you will assist in various scopes of the Service Desk as needed by the business. You will successfully resolve more complex hardware & software problems utilizing this additional training & expertise.
- Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
- Efficiently & accurately identify the customer’s specific information.
- Appropriately document all required information into the ticketing system & the knowledgebase.
- Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
- Meet required productivity expectations, including Service Center metrics.
- Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
- Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
- Possess the capacity to work independently & effectively while maintaining positive productivity levels.
- Maintain a positive relationship with fellow peers, cross functional teams & leadership.
- You may be asked to participate in After-Hours Support rotations, as needed (on call).
- Two plus year(s) of PC support, diagnostic/troubleshooting, & repair experience is required.
- Must have a working knowledge of PC operations which include: Hardware, network settings, operating system, & MS Office applications.
- Basic to intermediate virtual desk expertise (related to equipment connectivity for computing customer).
- Ability to type 35 WPM