Associate Technician, Service Desk

As an Associate Technician, Service Desk, you will work with a team of other analysts providing hardware and application support to our internal and external customers. This role will work in an on-call rotation and will act as the face of Information Services, providing tier 1 support to all levels of the business.

Responsibilities:

• Maintain proper change management and HRIS configurations and procedures documentation. Respond promptly to incoming calls and self-service tickets
• Work both break and fix tickets while helping with project work as needed
• Help troubleshoot customer inquiries from start to finish
• Gather information including who is affected, what the deviation is, when it last worked correctly, and how to get in contact with the appropriate people to follow up

Qualifications:

• Preferred Helpdesk experience
• Strong written and verbal interpersonal skills
• Primary understanding of Windows, hardware and network troubleshooting
• Ability to break down processes and provide clear guidance
• Excellent search capabilities

Preference:

• Familiarity with Citrix hosted applications and Active Directory
• Familiarity ServiceNow or other ITSM application