Service Desk Technician

Overview

Service Desk Technician

Job Code   906E
Job Title   Service Desk Technician
Department Code   100936
Department Name   Information Svc and Technology

POSITION SUMMARY
•   The Service Desk Technician provides customer service and technical resolution for operational incidents and service request. This individual maintains end to end responsibility for customer calls, providing timely, reliable and courteous service. The Service Desk Technician also provides remote deployment of approved applications, applications upgrades, and system configuration changes. He/she adheres to policies, procedures, processes for supporting approved standard PC, printer, PDA, and application configurations. When not designated at the service desk, The Service Desk Technician provides tier two or in-person support for incidents, service requests and hardware deployment or repairs. He/she also assists maintaining proper documentation, inventory, and licensing.

QUALIFICATIONS
•   EDUCATION REQUIRED
o   High School Diploma or Equivalent
•   EDUCATION PREFERRED 
o   None
•   LICENSURES OR CERTIFICATIONS REQUIRED
o   A+ Certification
•   LICENSURES OR CERTIFICATIONS PREFERRED 
o   None
•   EXPERIENCE REQUIRED
o   Proficient with Microsoft suite of tools
•   EXPERIENCE PREFERRED
o   None

ROLE SPECIFIC ESSENTIAL DUTIES AND RESPONSIBILITIES
1.    Provides customer service and first level technical resolution over the phone for operational incidents and service request. When necessary escalates incidents and requests in line with established Service Level targets and escalation procedures.
•   Resolves basic and routine work orders over the phone when possible.
•   Logs and records all reported incidents and service request into the Incident Management Database system with all required information and escalates those work orders to the appropriate team administrator.
2.   Maintains end to end responsibility for customer calls providing timely, reliable and courteous service.
3.   Provides Remote deployment of approved applications, applications upgrades, and system configuration changes using the defined tools and processes to do so.
4.   When not designated to answer the service desk phones, provides tier two or in-person support for necessary incidents, service requests and hardware deployment or repairs.
•   Deploys/repairs IT hardware and applications within assigned due dates.
•   Performs necessary in person IT hardware and application upgrades within assigned due dates.
5.   Assists with and adheres to, polices, procedures, processes for supporting approved standard PC, printer, PDA, application configurations.
•   Assists in maintaining documentation of standardized computer, printer, PDA, and application configurations.
6.   Assists in maintaining proper documentation, inventory, and licensing.
•   Assists in maintaining documentation of work orders, inventory, etc.
•   Assists with insuring the proper software licensing and the preventing of software piracy.

WORKING CONDITIONS
•   OSHA CLASSIFICATION II
•   ENVIRONMENTAL AND JOB HAZARDS
Indirect exposure to communicable diseases, bodily fluids and tissue, toxic substances, ionizing radiation, medical preparations and other conditions common to a clinical environment.
•   TYPICAL PHYSICAL DEMANDS
Prolonged sitting and/or standing. Frequent walking bending, stooping, pushing, twisting and turning. Occasionally lifts 10 pounds or more of office related equipment or supplies. Eye-hand coordination and manual dexterity in reaching, grasping and handling with repetitive use of hands and fingers in operating computer, calculator, telephone, copier, fax and similar office equipment. Ability to distinguish letters, numbers and symbols with normal range of vision and hearing and ability to communicate verbally and in writing. Work-related stress due to volume and time constraints. May require travel by vehicle to alternative locations.

ACKNOWLEDGEMENT STATEMENT
•   All FLOYD employees are expected to demonstrate our DANCER Service Standards of Dignity, Attitude, Nurture, Communication, Environment and Responsiveness. These specific behaviors strengthen our focus on people and our commitment to an environment of excellence, and are driven by personal accountability for workplace performance.

This job description reflects the general details considered necessary to describe the principal functions of the job identified and shall not necessarily be construed as a detailed description of all of the work requirements that may be inherent in the job.

FLOYD is an equal opportunity employer that is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender, age, disability, sexual orientation, gender identity, gender expression, veteran’s status, or any other factor that is a prohibited consideration under applicable law.