Job Profile Summary The Service Desk Technician will troubleshoot, diagnose and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Desk Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in the Service-now ticketing tool. Service desk hours are 8-5. A positive Customer Service oriented attitude is required. Duties & Responsibilities
Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)
Escalate complex events to appropriate individuals, as necessary
Manage user and device event tracking through global ticketing system
Provide technical and troubleshooting assistance related to MS Windows/Office, MACs and other desktop applications
Source computer hardware, mobile devices and other technology tools and products and coordinate approval and payment
Receive, configure and deploy computer hardware, software, mobile devices and other technology tools and products
Enroll and administer mobile devices
Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers
Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions)
Provide limited technical and troubleshooting assistance related to the company's critical business systems
Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact
Assist division/corporate IT teams in becoming and remaining compliant with the company's IT security policies and minimum standards
Perform and document quarterly self-assessments and monitoring activities
Provide periodic assistance to internal and external auditors
Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines)
Ensure risks associated with changes to critical assets are considered and adequately mitigated prior to implementation (i.e., change control)
Liaise with third-parties as it relates to any of the above
Perform or assist with other activities for which an IT Support Specialist might reasonably be expected to participate
Other duties, as requested
Qualifications Experience/Education Required
Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred
One to three years of relevant experience
Skills Required
Self-starter who takes initiative and requires minimal supervision
Strong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment
Customer focused with the ability to communicate to, and develop relationships with, all levels of the organization
Excellent written and oral communication skills
Ability to multi task
Team mentality and the ability to work effectively with diverse stakeholders
Attention to detail
Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities
Skills Preferred
A+ Certification and ITIL Foundations Certification are preferred
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
If you are interested in this position, please apply using the "Apply " option. If you have questions, or would like to speak with a Recruiter directly, send an email to the contact person below and note the job identification number in the subject line. Bennett VonStetten Technical Recruiter Bennett.VonStetten@cai.io www.cai.io Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/ EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
