Service Desk Tech Level 3

Qualified Staffing

Saginaw, MI

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JOB DETAILS

SALARY

SKILLS

Communication Skills, CompTIA Network+, CompTIA Security+, Cross-Functional, Customer Support/Service, Establish Priorities, Healthcare, Help Desk, Identify Issues, Information Technology & Information Systems, Mentoring, Multitasking, On Call, On Site Support, Organizational Skills, Performance Metrics, Process Development, Service Delivery, Technical Support, Technical Writing, Time Management

LOCATION

Saginaw, MI

POSTED

30+ days ago

Join Out Team as a Service Desch Tech Level 3 in Saginaw MIPay Rate $21.63/hr or $45,000 annuallySchedule M-F 8am-5pm 1 week every 12 weeks ON CALL
Why Join Us?Attendance Bonus: Receive a bonus for consistent, reliable performance.Opportunity for Growth: Enjoy clear paths for career advancement Why Work for Qualified Staffing?We offer a fantastic benefits package to all of our employees. This includes healthcare, PTO/ESTA/Holiday pay, and 401K! In fact, these are the same benefits that we offer our corporate employees!Applying for one job with Qualified Staffing is like applying for hundreds of jobs all at once! We respond to every job applicant within 24–48 hours.
Service Desk Technician Level 3 (SDT L3) OverviewService desk technicians are first responders to reported and ticketed client issues. The Service Desk Technician (SDT) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDTs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDTs must work within the reactive services framework of the Service Desk using established team processes.SDT roles will vary based on SDT skill set and therefore ticket types assigned. The following outlines the responsibility of a SDT L3 role: L3: Escalations and team mentor+ Essential Job FunctionsProvide support to end users of managed services clientsTake direction from the Service Desk Manager and manage ticket assignments relative to ticket priority and ageFollow specific Service Desk Team documented processes and workflowsWork assigned tickets from triage through completionUse our suite of service desk and tools to diagnose and resolve client support issuesRefer to client technical documentation for information that will help you understand and resolve client technology issuesEscalate assigned aging tickets to the SDM when assigned tickets cannot be resolved within 1-hour to maintain acceptable average resolution time KPI Seek assistance from the SDM when stuckDocument service work and time in ConnectWiseUnderstand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruptionWork collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and businessWork with the SDM to identify chronic service issues across the client baseProvide on call support based on the on-call schedule/rotationProvide on-site service as necessaryMaintain technical skills required to perform the SDT role Attend and participate in weekly one-on-ones with SDM and monthly team meetings+ Education and ExperienceTechnical skill relevant to technologies supported (ongoing)Strong organizational and coordination skillsExcellent communication abilities for effective client and team interactionsAbility to manage multiple tasks and prioritize effectivelyTechnical skill relevant to technologies supported (ongoing)Strong organizational and coordination skillsExcellent communication abilities for effective client and team interactionsAbility to manage multiple tasks and prioritize effectivelyCompTIA A+, Network+, or Security+ certification preferred
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About the Company

Qualified Staffing

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