BASIC FUNCTION:

Under direct supervision of the Manager Customer Support, the Service Technician 1 will deliver basic Help Desk service by providing users with a single point of contact to report Incidents or direct inquiries. The Service Technician I will perform tasks that present low risk to the environment and will analyze and resolve basic problems relating to desktop applications, network connectivity, printers for peripheral connectivity issues, and mobile devices (to include smartphones and tablets). In addition, the Service Technician I will learn assigned systems and gain baseline knowledge of the environment.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Associates degree in business, management information systems or related field preferred.

OR

• One year experience in technical support or supporting local area networks and desktop information systems preferred.

PHYSICAL REQUIREMENTS:

The position is located indoors under normal working conditions. Should be able to push/pull 25 lb., lift/move 15 lb. from floor to table, be able to perform moderately difficult manual manipulations such as using a keyboard, writing and filing for extended periods of time, must be able to perform tasks which require hand-eye coordination such as data entry, typing and using photo copiers. Mobility requirements may include the ability to sit at a computer terminal or workstation for a prolonged period of time in addition to being able to squat, stand and walk for a reasonable length of time and distance.

RESPONSIBILITIES OF THE POSITION:

• Provides first-tier technical support and resolution to internal and external customers/users via telephone and Service Desk tool (or email) on basic hardware, network, software, and application problems.
• Ensures that Service Desk calls are answered promptly and functions as the Incident "owner" for the majority of day-to-day service delivery problems.
• Evaluates and/or escalates calls for urgency, complexity, and organizational impact when first level technical support and resolution fails.
• Responsible for recording all user inquiries, from initial call to incident resolution using our services desk system.

Ensures that the computer environment is secure, clean at all times and that all maintenance and shift turnover procedures are followed.

• Ensures that all problems have been assigned to the appropriate individuals for resolution.
• Monitors the progress of all Help Desk calls including prioritizing and tracking calls assigned to other staff members.
• Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the "first-call" personnel within client areas.
• Provides feedback to IS Manager Customer Support as to the time, nature and frequency of client calls. Recommends system modifications to reduce user problems.
• Provides excellent customer service and develops client relationships through follow-up and client contacts.

• Helps create and expand the service desk problem solving database through documentation of day-to-day problems.
• Recommends or continuously adds to and updates procedural and resolution information within the help desk software.
• Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.

• Resets user’s passwords ensuring that Ellis standards for strong passwords are followed.
• Enables user accounts after following the standard security checks.

• Adheres to established department security policies
• Follows procedures in dealing with violations of security experienced during the work shift.
• Ensures all housekeeping and maintenance functions are performed in a timely and scheduled manner.
• Communicates effectively with other shifts in order to ensure a smooth shift transition.
• Ensures all Help Desk Daily operation work is completed.
• Ensures that Daily Scheduled jobs within Service Desk are completed and/or turned over to next shift.