Service Desk Technician - Randstad : Job Details

Friday - Tuesday 11pm - 8am est

Under limited supervision, provides a deep understanding of technical products and services along with the strong capability to translate complex information to a simplified, professional content that is easily understood by the target audience. Position will require working closely with various users to resolve technical issues through phone, email, and walk-up/desk side support.

Required Skills -

Help Desk, 3rd shift experience, organized

Job Duties -

• Provide ITSD support to all users.

• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.

• Single point of user resolution for all technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.

• Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.

• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.

• Provision and administer user accounts, distribution groups, and security groups in Active Directory.

• Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.

Job Requirements -

• BS/BA degree or 4+ years' experience within field

• Required: 2+ years' experience in an IT related support position with in-depth knowledge of resolving software, hardware, and networking issues.

Desired Skills & Experience -

• Requires broad understanding and advanced technical acumen.

• Skills consistently updated based on new software development and hardware technologies.

• Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, and Active Directory.

• Familiarities with PC support tools and software distribution tools.

• Experience using remote diagnostic tools for problem identification and resolution.

• Utilizes problem solving, customer service skills, strong written, verbal and project management skills.

• Must be self-motivated, strong organizational/interpersonal skills, and ability to prioritize workload.

• Ability to meet specific deadlines and work under pressure.

• Ability to maintain flexible work schedule.

• Must be available for job-related light travel.