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Title: Technician Service Desk
Location: Dallas, TX/ Remote
Duration: 6 Months C2H

Dallas, TX – onsite only for training then remote





Skill Set required – good working knowledge of MS Exchange & Saviynt



Description:



The Technician is the first point of contact for the business partners of ETP. As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In this role, our
technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the ETP and client's Values.




Duties and Responsibilities

Participate in on call rotation
Provide accurate and timely updates to work tickets, incidents, and outages
Develop a command of ITIL service management practices and customization made to SGWS standards
Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
Receive, ticket, and route end user support issues
Complete issue resolution
Document all support outcomes, including resolution and notes
Participate in updating service policies and procedures (where needed)
Assist with commercial and custom system testing and debugging (new releases, features, etc.)
Communicate status of issues to users (verbally or digitally)
Learn and develop expertise in in-scope applications
Provide the support to resolve incidents
Maintain awareness of client system environment to ensure the highest level of service and support to the organization
Support and maintain knowledge base with current standards and resolution procedures

Minimum Qualifications

Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
Strong communications skills (written and verbal)
Demonstrated patience and empathy for user community
Ability to follow instructions
Strong networking skills, including an ability to leverage relationships to solve problems
Strong problem-solving skills
Strong time management skills (i.e. works efficiently)
Delivers Results
Change agent
Collaboration/Teamwork
Critical Thinking
Analytical Skills
Ability to work within a team environment as well as independently
Ability to understand SGWS’s application portfolio as well as how the different systems contribute to daily business operations

Preferred Qualifications

Possess entry level industry certification(s)
Excellent verbal / written communication skills, strong attention to detail
Ability to analyze and solve problems, think outside of the box and grasp technical concepts
Ability to combine information or data to find relationships among seemingly unrelated events
Familiarity with ITIL concepts
Experience with ServiceNow or other support management software
Experience with Telephony tool

Specialized Skills and Technologies

Experience in Microsoft suite of office, Active Directory, Windows Operating System and iPhone Operating system (IOS)
Fundamental understanding of IT Infrastructure, Software and Printers
Ability to troubleshoot Local Area Network (LAN), Wide Area Network (WAN) and Virtual Private Network (VPN) issues

Reference : Technician Service Desk jobs

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Published at 28-02-2023
Viewed: 80 times