Service Desk

TEWS has an exciting opportunity for a Service Desk Technician. The Service Desk Technician will be the first point of contact providing customer service, technical support, and incident resolution. Looking for someone adept at identifying, isolating, analyzing, and resolving issues of varying technical difficulty or escalate high-priority service interruptions using sound incident management and customer service practices. 

Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, and scanners) to ensure optimal workstation performance in person or via remote access in a timely and accurate fashion and provide end-user assistance across the infrastructure via telephone or remote access.

• Install, upgrade, support, and troubleshoot desktop operating systems and other authorized desktop applications or peripheral equipment.
• Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
• Perform remedial repairs on computers, laptops, printers, and other authorized peripheral equipment.
• Return defective equipment/parts to maintenance inventory, document customer repairs, and maintains and restock assigned parts inventory to ensure proper spare parts levels.
• Safely package equipment for branches and arrange for the transport of the equipment.
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC), or notebooks that have authorized access to the network
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Use tools and methodologies to load, copy and customize operating system configurations for deployment.
• Escalate the issue/problem to infrastructure team members when the restoration is beyond the scope of the computers, laptops, printers, and other authorized peripheral equipment.
• Escalate issues and involve experts or vendors wherever required to resolve issues as quickly as possible.

The ideal candidate will have the following:

• Strong customer service and organizational skills, including excellent interpersonal and communication skills
• Working experience troubleshooting software and hardware issues
• Ability to operate tools, components, and peripheral accessories
• A+, Server +, Network+ knowledge (certification preferred)
• Knowledge of ITIL foundation (preferably ITiLv3 certified)
• Working knowledge of Microsoft Suite of applications and remote control tools
• Degree in Information Technology or related field preferred, along with 3-5 years of experience in a technology support role.
• Microsoft, Cisco, service management certifications (preferred)
• Basic knowledge of enterprise infrastructure and technology