Service Desk Technician II

Description

Key Responsibilities

• Field incoming requests from customers via telephone, e-mail, and chat in a courteous and personable manner, setting priorities and escalating to an appropriate resource when necessary.
• Document all pertinent customer identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize and schedule problems. Escalate problems when appropriate.
• Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Use all resources necessary to aid in problem resolution, including vendors’ software updates, drivers, online knowledge resources, and internal resources.
• Identify and learn appropriate software and hardware used and supported by the Heffernan Group.
• Perform hands-on fixes at the desktop OS level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install software as appropriate.
• Performing preventative maintenance as needed, including checking and cleaning of computers, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Perform hands-on analysis, diagnosis, and resolution of complex problems for customers, and recommend and implement corrective solutions, including off-site repair as needed.
• Install, configure, test, maintain, monitor, and troubleshoot customer computers and related hardware and software to deliver required desktop service levels.
• Assess the need for and implement performance upgrades as needed.
• Answer to and perform moves, adds, and changes as they are submitted.
• Ensure that physical connections are in proper working order, like networking and peripheral cables.
• Collaboratively maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Accurately document instances of equipment or component failure, repair, installation, and removal.
• Special Projects and other duties – as assigned

Skills, Knowledge and Expertise

• Education – High School Diploma/GED required. 
• Must communicate effectively. Strong service-oriented interpersonal skills are required. 
• 2+ years of IT Service Desk experience required
• Experience in a customer service role, especially relating to technology support, is preferred.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills – a customer service orientation.
• Experience with LAN/WAN environment.
• Hardware support (Laptops, Docks, Peripherals, Printers)
• Extensive Windows application support experience. Application support experience with Microsoft Office 365 required. 
• Working technical knowledge of basic networking protocols and standards, including DNS and DHCP
• Excellent software and hardware troubleshooting experience.
• Technical knowledge of a computer’s internal components and how peripherals.
• Working knowledge of applicable data privacy practices and laws
•  Ability to absorb and retain information quickly. Strong ability to document. 
• Ability to present ideas and solutions in customer-friendly language
• Analytical and problem-solving abilities, with keen attention to detail
• Ability to operate tools, components, and peripheral accessories.
• Ability to conduct research into a wide range of computing issues as required.
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Hands-on software and hardware troubleshooting experience is preferred. 
• Working knowledge of applicable data privacy practices and laws.
• Ability to research and troubleshoot a wide range of computing issues as required.  
• Must be organized and able to manage time effectively. 
  Must embody the Heffernan Habits as illustrated herein. 

Why Choose Heffernan?

• Answer The Phone (And Email): Communication is the foundation of success in life, work, and relationships. It begins with being present and responsive to both clients and colleagues. Listen to what is said and notice what goes unsaid.
• Have Fun: Fun is something we don’t shy away from, and participation brings us together on many different levels. Take the time to know your colleagues and let barriers fall away. If we are happy and enjoy time together, we will do a better job for our clients and for one another!
• Be Respectful: Lend a hand, be kind, and smooth the path. Respect is the cornerstone of developing and maintaining strong relationships. Lead with humility, take ownership of your actions, and ease the way for others. We are in this together as a team, as a family, and as trusted advisors to many. 
• Do Good: This is our core. We strive to do good for our clients, our community, and our planet.
• Celebrate & Value Our Differences: “Because You’re Different”. It is our differences, when valued and amplified, that allow us to innovate, to learn, to connect, and to stand apart from the rest.