Service Desk Technician Location: Scottsdale, AZ Pay: 27 on w2 The position requires excellent writing and oral communication, troubleshooting, and documentation skills. The Service Desk Technician must have an understanding of computer support best practices. They also must be able to multitask and organize their work effectively to meet their daily, weekly, and monthly goals. Essential Functions:
Receive inbound customer contacts and use documented procedure, personal experience, and publicly available information to triage and resolve the customer’s issue or request
Document all activities and time spent in the appropriate system of record
Escalate issue was needed to management or other technical resources
Identify and update internally maintained procedures where inaccuracies are found
Provide feedback and update existing procedures. Identify opportunities for improvement in service
Use third party and native applications to monitor supported systems and services
Investigate and attempt to resolve any received monitoring alarms
Document all activities and time spent in the appropriate system of record
Escalate issue was needed to management or other technical resources
Evaluate new procedures or processes for execution by the Service Desk
Update or provide feedback to management or directly to a customer on ways to improve the procedure
Required Qualifications:
High school diploma or GED
Working knowledge of IT support concepts and practices
Strong written and verbal communication skills
Other Qualifications:
Analyze information provided by customers, review system logs, and perform an investigation to 1. Define the problem or request; 2. Identify potential workarounds; 3. Identify patterns or relationships; 4. Create solutions and resolve issues
Able to independently research support scenarios, read technical documents, and apply knowledge to resolve customer issues and requests
General knowledge of IT technologies including Server Operating Systems, Databases, Networking, and Client/Server applications
Write clear and well-understood case notes on work performed
Perform effectively in environments with frequent workload changes and competing demands
Work independently and follow through on assignments with minimal direction
Identify critical situations and perform the appropriate steps in response
