Job Title: Service Desk Technician

Job Description:

· Will solve issues for moderately complex problems in all technical areas and will solve extremely complex problems in at least one technical area.

· Apply policies to situations with minimal interpretation. Supervision Received/Provided: Performing project work as assigned under the supervision of a lead or manager.

· Team player attitude, excellent communication skills, and the capacity to work with minimum supervision; good customer handling skills.

· Bachelor’s Degree preferred· Two-four years of experience configuring, installing, troubleshooting, and repairing printers, PC and laptops. Ability to provide technical support to computer users both on the telephone and face-to-face when necessary·

· Strong amount of technical knowledge of Windows 10, Windows 11, Microsoft Office 0365 products, Market Data Applications (ex. Bloomberg) and telephony environments.

· Expert level knowledge in at least one of these areas. Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas.

· Strong basic execution capabilities within functional areas of IT.

· Moderate proficiency in troubleshooting desktop computer issues, both hardware and software.

· Ability to manage a work queue in a ticketing system Illustrative Responsibilities.

· The focus of a service desk person is to stay at the service desk and service people over the phone.

· Provide Level 1 technical support for users of desktop hardware and software in the same location and level 2 technical support for users of desktop hardware and software in remote locations.

· For any problem where the user is in the same location, during periods of extremely high call volume, incumbent may forward the problem to a desktop support member.