Service Desk Systems Engineer

• -Basic working knowledge with Microsoft Excel Word Outlook and GSuite products -Advanced telephone and customer service skills -High energy and motivated -Superior verbal and written communication skills -The ability to overcome objections -Excellent time management/work organization skills -Strong attention to detail -Willingness to continually learn and obtain further development -Ability to successfully adapt to changing workload and time constraints.

SUMMARY

Provide call center (phone) support for hardware and software application problems related to desktops laptops printers and other electronic peripherals and devices. Log and track support calls into the departments call tracking system. Research and resolve tier 1 application and technical support issues. Escalate higher tiered support issues to appropriate IT departments for resolution. Ensure that all support calls are resolved and closed within established service levels. Follow up with end users to confirm that support issues have been addressed appropriately and within expected timeframe. Must be flexible to be able to handle other Service Desk tasks.

ESSENTIAL DUTIES

60% Provides call center (phone) support for hardware and software application problems related to desktops laptops printers and other electronic peripherals and devices

20% Provide technical assistance to Service Desk Team members to resolve caller issues.

10% Responsible for documenting tracking and monitoring assigned problems to ensure resolution in a timely manner

10% Responsible for follow up with end users to confirm support issues are resolved

LEVEL BASED COMPETENCIES

Level Based Competenciesare to be designated based on job level and content.

• Strong Communication skills (verbal & written)
• Developing Decision Making skills
• Good Collaboration skills
• Strong Customer Focus (due to role)
• Initiates Self Action some of the time
• Developing Business Acumen
• Developing Skills in Building Working Relationships and Team Work
• Developing Stress Tolerance skills

KNOWLEDGE SKILLS & ABILITIES

Technical knowledge/skills (entry intermediate advanced)

• Strong PC and Windows Operating System skills
• Strong PC Hardware skills
• Strong knowledge and execution of IT Standards Policies and Procedures
• Good knowledge of Information Security Awareness
• Strong knowledge of Systems Applications & Technologies
• Active Directory
• ServiceNow
• Gsuite

General knowledge/skills (entry intermediate advanced)

• Strong communication/active listening skills
• Strong customer service focus
• Relies on extensive experience and judgment to plan and accomplish goals
• Strong ability to Multi Task
• Strong Analysis & Problem Solving Skills
• Developing Adaptability

EDUCATION/EXPERIENCE

• Bachelors Degree in Computer Science Information Systems or other related field 3 to 5 years experience in IT or Associates Degree from a Technical Institution
• 3 to 5 years of IT work experience including customer service and/or production support in a multi-platform environment