Service Desk Technician (804966)

Role Overview
Provide comprehensive call center, maintenance, and documentation support to information system users and IT specialists, ensuring efficient operation and user satisfaction. This role requires strong technical knowledge and problem-solving skills to manage diverse IT issues.

Key Responsibilities

• Provide call center support to information system users and IT specialists.
• Provide maintenance support for application software.
• Provide documentation support, including entering meta-data into repositories.
• Perform loading validation.
• Execute unit or system test scripts.
• Develop, organize, file, and maintain platform-specific documentation.

Required Skills

• Help Desk Software (e.g., Service Now, Remedy, IRIS, Powershell, Genesis, UEM, Grafana) – 5 years experience
• High-level Documentation and Attention to Detail in Service Now / Ticketing solutions – 3 years experience
• Service Orientation – 5 years experience
• Installation – 5 years experience
• Troubleshooting – 5 years experience
• Critical Thinking – 5 years experience
• Systems Evaluation & Operational / Systems Monitoring – 5 years experience
• Computers & Electronics
• Oral & Written Communication tools & techniques
• Customer Support & Personal Service
• Telecommunications (e.g., Microwave, Wireless, Fiberoptic)
• IT Security Principles & Methods
• Motorola MCC 7500 Radio Console
• MARCS tower sites safety practices (e.g., HVAC, door alarms)
• Operating Systems Installation & Configuration procedures
• Network standards, protocols & procedures
• Platform Usage
• Capabilities of Network Equipment (including routers, switches, bridges, & related hardware)
• Back-up & Recovery techniques
• Technical Writing & Documentation practices
• Reading Comprehension
• Ability to carry out instructions in written, oral or picture form
• Ability to understand manuals & verbal instructions technical in nature
• Ability to stay abreast of current technologies in the assigned IT area
• Ability to deal with problems involving several variables in familiar context

Years of Experience: 5+ years

Additional Notes

• Ability to transport items up to 50 lbs.
• May be asked to work occasional overtime to cover other staff, though this is expected to be infrequent.
• This will be a second shift position, 3:00 PM to 11:00 PM, straight 8. Meaning they eat lunch while on duty at their workstation. Tuesday night through Saturday night.( End of work week is Saturday night  @ 11:00 PM)