IT Service Desk Technician

Position SummaryThe Service Desk Technician is a foundational part of the IT Services team that supports our employees. This position is responsible for providing high quality customer service and technical support to all foundation end users. This position will be providing Tier 1 and Tier 2 assistance concerning the use of computer hardware and software, including printing, installation, office products, and electronic messaging. Core responsibilities of the position

• This Tier 2 role is responsible for support of clients, via telephone, email, chat, and any other supported technologies.
• Provide excellent customer service concerning all aspects of technology provided by the IT department.
• Use of IT Service Management tools to track and record customer contacts.
• Strong background in troubleshooting and customer service, as well as excellent communication skills are necessary.
• The individual will effectively multitask and manage priorities in a fast-paced setting.

• Use of IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
• Provide assistance with computer hardware and software, including printing, installation, office products, and electronic messaging.
• Conduct front line troubleshooting using documented procedures and available tools.
• Act as customer advocate/liaison with other support staff.
• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
• Provide status to customers of assigned tickets.
• Install and configure Laptop & Mobile hardware and software in accordance with published policies/procedures.
• Perform asset management activities of tracking software licenses, desktop and mobile usage.
• Deployment and recovery of computer and peripheral equipment.
• Provide timely updates and status information to manager and end users.
• Installs, configures, and supports hardware, software and peripherals to end user workstations.
• Performs IT-related Move/Add/Change duties for all Foundation employees.
• Perform IT-related setup, support, and breakdown for large Foundation meetings, including audio/visual equipment.
• Keep abreast of emerging technologies and provide proactive options on how to effectively solve for common issues.
• Track our IT hardware assets and their respective configurations for potential reuse or retirement.
• Create and document routine IT processes and procedures.
• Balance the demands of daily and routine assignments with long-term projects.
• Develop strong relationships with internal customers, vendor, affiliates, and peers.