Service Desk Technician

Shift:

Compensation:
Competitive

Service Desk Technician I

Job Description:

Provide first and second-level support for incoming technology issues. Responsible for support and troubleshooting of enterprise end user systems, to include printer, software, peripheral and technical troubleshooting and repair. Requires a minimum Vocational/Technical School education, with two to four years of experience preferred. Provisioning user accounts, assigning permissions and granting network share access. Additional responsibilities will include the preparation and deployment of new computer systems to end-users and configure Motorola mobile devices. Enterprise tool-sets will be leveraged for the provisioning of user systems, as well as documenting/logging of end-user issues into tickets. Experienced in providing a degree of proactive support, in effort to resolve potential system issues before impact is realized to the service level. Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department, while providing superior customer service and timely incident resolution. Will be responsible for some customization and deployment of new/upgraded hardware and software internally and to off-site locations. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Helps maintain a central source of information, enabling Help Desk staff and support technicians to recover outages and other technical issues with minimal disruption to expected service levels. Individuals in this position will have a specialized skill-set in one to two specific areas. Areas to include Network, Server, Database, Software and Hardware.

PRINCIPAL ACCOUNTABILITIES:

Responsible for first and second level support and resolution of incidents received via the IT Help Desk. Function will be attainable through the use of remote tools, via telephone or in person. Notify Help Desk Manager when customer impacting problems are encountered. Assignment of tickets to responsible group/team when outside resolvable scope.

Provide a degree of proactive support, leveraging monitoring alerts and other tools, in effort to resolve potential system issues before impact is realized to the service level.

Customize and deploy new/upgraded hardware and software internally and to off-site locations.

Write technical documentation and publish to the help desk (Knowledge Management System) regarding installation procedures and troubleshooting steps for software and hardware.

Provisioning of end-user access to systems and file shares.

WORK CONDITIONS AND PHYSICAL REQUIREMENTS:

• On-call availability as needed
• Sitting for extended periods of time with standing and walking throughout working hours. Occasional bending, stooping, reaching and grasping.
• Lifting and transporting moderately heavy objects, such as computers and peripherals
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and telephone and to handle other computer components

REQUIRED EDUCATION and/or EXPERIENCE:

• Vocational, technical or other IT-related certification and/or degree
• Minimum of 2 to 4 years of related IT experience
• Extensive knowledge of Windows Operating Systems and Microsoft Office Products
• Knowledge of Active Directory

QUALIFICATIONS:

• Dell DOSD certification-Desktop/Laptop preferred
• Comp-TIA A+ certification preferred
• Knowledge of LogMeIn and ServiceNow preferred
• Excellent organizational, communication and critical analysis skills
• Ability to work independently and exercise sound judgment to resolve issues

EDUCATION & EXPERIENCE:

Vocational/Technical School Certificate

2 to 4+ Years of experience

Comp-TIA A+ Certification

Dell DOSD Certification Desktop/Laptop

Extensive Knowledge of Windows Operating Systems and Microsoft Office Products.

Excellent Organizational, Communication, and Critical Analysis skills.

Ability to work independently and exercise sound judgment to resolve issues.

Knowledge of Active Directory, LogMeIn, Soti MDM and Sysaid.

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Capstone Logistics, LLC is part of The Transportation and Logistics industry which has been designated a "Critical Infrastructure Segment". As a "critical infrastructure industry" worker in the Transportation and Logistics industry, associates are considered exempt from local restrictions such as curfews, shelter-in-place orders, and other mobility restrictions when reporting to, returning from, or performing his or her work functions.

JOB ID:CAP24652