Job description

Overview: Staffing Pros, a division of VETS Inc., is recruiting for full-time Service Desk Technicians in Carbondale, IL.

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If you have additional questions not answered by the information contained within this posting, please contact our team directly at *StaffingPros@vets-inc.com.
Responsibilities: The purpose of the Service Desk Technician 1 is to provide client-centered, efficient, and effective level 1 remote support to clients. The Service Desk Technician 1 helps minimize downtime and the impact of disruptions in client IT environments by providing rapid effective response to reported issues with an emphasis on issues reported via phone. Further, the Service Desk Technician 1 plays a critical role in building client trust by serving as a primary client interface in the reporting and resolution of client technical issues.

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Receive, classify, and triage incidents and simple requests. Emphasis on Inbound Call Handling.

• Troubleshoot and resolve incidents to return service to clients as quickly as possible.
• Implement low risk, well-understood changes that are requested by end-users.
• Follow standard operating procedures as documented in the Knowledge Management System.
• Work with the team and escalate as needed with the assistance of management.
• Stay up to date on the latest technologies through ongoing education.
• Maintain and update system documentation and event records.

Qualifications:

• Must have at least a high school diploma or GED
• A minimum of 2 years of professional IT Service Management (ITSM) experience is required
• Must have at least 1 certification from vendors such as Apple, CompTIA, or Microsoft
• Able to function effectively in a high-paced environment
• Able to understand the perspective of the client in all service interactions
• Makes effective use of time and complete tasks efficiently and on time
• Able to work with a team, communicate effectively, and have high attention to detail
• Meets client and corporate expectations for attendance, quality, and performance
• Must have intermediate experience with each of the following:
• System hardware, software, and operating systems
• Active Directory and Group Policy administration
• Must have basic experience with each of the following:
• Cloud solutions such as Office 365 and Google Apps
• Networking concepts such as TCP/IP, DNS, and DHCP
• Experience with each of the following is a plus but not required:
• Switches, firewalls, and advanced infrastructure
• Cloud-based datacenters such as Azure and AWS
• Server applications such as SQL Server and RDS
• Voice technologies and phone systems

Preferred

• Associate degree in computer science or related field
• Managed Service Provider or comparable working environment

EEO Statement: Staffing Pros a division of VETS-inc is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Job Type: Full-time

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