Service Desk Technician

The End User Service Desk Technician is responsible for Tier 1 and certain Tier 2 tasks. This includes working service desk tickets for end users, windows server administration, and phone operations support. The workload for this position consists of approximately 80% Tier 1 tickets and 20% Tier 2 tickets. The End User Service Desk Technician analyzes and resolves Tier 1 and 2 PC and telecom related issues. New employee computer setup services and departing employee computer offboarding; break fix ticket resolution; and basic windows administration tasks such as Identity Management, patching, software installs, and other similar duties as assigned.

• Receives direction and training from Infrastructure Manager and service assignments from the Service Desk Coordinator.
• Responsible for end user PCs and CISCO phones maintenance and support, including:
  • Builds, deploys, and maintains PCs, including onboarding and offboarding employees' PC bundles and recovery and re-inventory of end user equipment
  • Deploys & maintains CISCO phones.
  • Supports Tier 1 end user requests for service
• Monitors scanners and alerts for uptime availability and performance.
• Monitors tickets for assignments; creates and update tickets accordingly; provides first touch resolution; and assignment of tickets to others or escalation as needed.
• Works assigned service desk tickets and resolves, updates, or escalates accordingly
• Act as a backup/secondary contact to system administrators as needed
• Maintains end user asset inventory for software licenses and hardware and reports when EOQ's need replenishment.
• Provides peripheral and software support for printers, scanners, speakers, microphones, and other devices.
• Maintains the Gold Image, End User Build, and Standards Documentation.
• Repairs and maintains peripheral devices, including monitors, printers, faxes, scanners, toner cartridges, conference room equipment, etc.
• Assists in patching end user devices and updating anti-virus software.
• Maintains and administers setup and access of email accounts and outgoing e-mail delivery assurance including whitelisting.
• Acting as a windows administrator, provides administrative support for certain tasks as assigned.
• Responsible for Warranty and Return Material Authorization management of end user equipment.
• Supports Antivirus policies, updates, and deployment.
• Supports VPN user access.
• Supports Identity Management for changes to access (add, change, or disable) and password resets.
• Assist system and network administrators when needed.
• Complete assigned training for self-development opportunities.
• Reads, comprehends, and adheres to any and all applicable MB&W IT, ISO, and security policies.
• Sitting, standing, squatting, and lifting up to 50 pounds.
• Ability to work occasional overtime as requested by supervisor or manager to support break fix or backlog of work requests.