Service Desk Technician (Junior)

CI Azumano is seeking a motivated and customer-focused Junior Service Desk Technician to join the Corporate Technology mission of achieving Excellence Beyond Expectation by keeping our Travel Agents' technologies fully operational. This position is instrumental in troubleshooting, diagnosing, and resolving hardware and software issues for internal users. Our ideal candidate is technically astute, an excellent communicator, highly motivated and desires to play a critical support role in executing the company mission.

Roles and Responsibilities include, but are not limited to:

• Infrastructure Engineering
  • Service Desk
    • Provide tier one, first level technical support by phone, email, and chat for IT service related issues.
    • Triage, prioritize and work service desk tickets with some oversight.
    • Troubleshoot and resolve hardware, software, networking, and security issues.
    • Assist with headphone audio issues and Call Center login issues.
    • Assist with the configuration of group Outlook mailboxes and staff email configuration issues
    • Monitor alerts from Office 365, DLP, vulnerabilities and remote management tools and proactively create tickets and address issues.
    • Troubleshoot network connectivity from agent remote office locations.
    • Document, categories and prioritize tickets in ticketing systems.
    • Proactively respond, escalate, and follow up on issues until closure.
    • Fully document steps to address each ticket to improve future closure rates.
    • Build reference library of common fixes.
    • Delight staff with a positive, supportive attitude to become an instrumental asset during times of end user stress.
    • Engage with business partners and end users to minimize downtime, impact to operations, and maintain positive professional relationships.
    • Provide differentiated service levels to VIPs.
    • Champion a professional demeanor with customers (agents), colleagues and management.
    • Maintain ticket SLA goals and customer satisfaction goals on all tickets and projects.
  • Provision Computers
    • Assist with the provisioning of new computing assets for staff.
    • Properly triage, prioritize, plan and time phase computing setups to correspond with the scheduled needs of new hire.
    • Consistently use configuration checklists to ensure 100% accurate delivery of computing components.
    • Update inventory ensuring proper configuration management of company assets.
    • Pack and ship new computers, monitors and peripherals.
    • Build new corporate image on new computers.
    • Configure hardware, software, provision licensing, and assist with the enrollment of MFA for new staff members.
    • Validate installation of remote management tool and end point security agents.
    • Accomplish off-boarding tasks within limited time frames.
  • Training Preparation and Setup
    • Setup computing equipment for training sessions.
    • Establish and manage computer profiles for new trainees.
    • Coordinate PC setup with Travel Technology organization.
    • Setup and troubleshoot network connectivity for training class members.
    • Assist with troubleshooting connectivity or computing equipment performance issues.
  • Infrastructure Environment
    • Configure company software, hardware and network and maintain that configuration baseline through disciplined Change Management processes.
    • Recommend notifications and alerts based upon SLAs.
    • Troubleshoot printer/fax/scanner, replace toner, troubleshoot staff printing issues.
    • Assist staff access to storage devices, OneDrive, SharePoint, and Teams access.
    • Monitor operating environment and escalate common issues and lessons learned for continuous improvements.
    • Assist with refining policy and standard operating procedure (SOP) documentation.
  •  Cybersecurity
    • Support configuration of network, software, and hardware controls to comply with NIST 800-171 cybersecurity requirements.
    • Support compliance with the configuration of company technology Payment Card Industry (PCI), Personally Identifiable Information (PII) and Personal Health Information (PHI) data security compliance requirements.
    • Research and document Data Loss Prevention (DLP) non-compliances and escalate as appropriate.
    • Enforce password changes.
    • Setup and troubleshoot VPN clients on staff computers.
    • Escalate incidents and vulnerabilities for proactive mitigation.

Basic Qualifications:

• Bachelor's degree in computer science or engineering. Candidates with high school diploma, associate degree with technical certifications (Microsoft, CompTIA, Security+) will be considered.
• Knowledge in Microsoft operating systems and comfort troubleshooting issues to closure. Technical skills required for performing this job successfully include;
  • Desktop Builds (image, software, licensing, inventory management, shipping)
  • New User Provisioning
  • Windows Operating System desktop management
  • Password Management, and MFA enrollment
  • Office 365 Tenant (Exchange, Word, Excel, Teams, SharePoint, Entra/Purview)
  • Active Directory and Security Groups
  • VPN Management
• Ability to work Night Shifts if Needed (surge, rotational, or as needed).
• Experience configurating workstations, software, and hardware.
• Experience in a customer facing service role.
• Willingness to learn, adaptive, intellectually curious, professional, respectful, mission oriented, enthusiastic, and committed team member.
• Excellent communication skills, both verbal and written with a strong sense of urgency.
• Ability to pass successful background screening.
• Ability to consistently meet vision statement of "Excellence beyond Expectation in everything we do for our employees, clients and community."