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IT Service Desk Technician
Westwood
MA
Computer Services
IT
9/6/2018

Currently seeking a US Military Veteran, National Guardsman, Reservist, and/or Military Spouse to apply for an IT Help Desk Technician. Provide level 1 IT support to customers for virtual desktop, PC, laptop, server, applications, mobile, and hardware issues. Position requires an Associate’s in a related technical discipline and 2-4 years of IT service desk experience.
 
Responsibilities: Veteran Military
  • Provide level 1 IT support to customers for virtual desktop, PC, laptop, server, applications, mobile, and hardware issues.
  • Deal directly with customers either by telephone, electronically (email, instant messenger, remote desktop) or face-to-face.
  • Respond promptly to customer inquiries within established Service Level Agreements Objectives (SLO's).
  • Using SCSM Service Desk application, properly document customer support requests and resolve, or escalates requests to level 2 support teams.
  • Interact with peers across other IT disciplines towards problem resolution.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend and document improvements to processes/systems as a result of incident resolution activities.
  • Work in support of projects/tasks in addition to level 1 IT Service Desk duties.
  • Ability to works as team member with good communication skills.
Day shift: Monday - Friday, 8:00am - 4:30pm or a similar work shift. Schedule may vary. After hours on-call support rotation is a requirement for this position.

Requirements: Veteran Military            
  • US Veteran, National Guardsman, Reservist, or Military Spouse.
  • Associates in a related technical discipline or equivalent combination of education, technical certifications, training, or work experience.
  • 2-4 years of directly related experience supporting IT service / help desk operations.
  • Knowledge of customer service principles and practices are paramount
  • Must have experience in responding to customer requests with an emphasis on high customer satisfaction and problem resolution
  • Work output must be detailed for the highest level of accuracy and quality
  • Proficiency in the use of Virtual Desktop, Laptops, PC's, Microsoft Office Applications, Remote Network Access and Remote Control required
  • Experience with SCSM Service Desk Application and/or Cireson portal and RSA 2-factor authentication a plus
 
 

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