Senior Service Desk Technician
The Senior Service Desk Technician ensure our front-line delivery remains strong by serving as the primary point of technical escalation on the Ren service desk. This role will provide high level, enterprise front-line service desk support for Ren employees, while maintaining their computer hardware, virtual desktop, applications, and deploys and configures company applications and patches. This individual will be a core contributor within the ITOps team and will collaborate cross-functionally to ensure issues are surfaced, triaged, and tracked until a resolution is achieved. They will work closely with the Ren ITOps team to continuously challenge, define, and refine what excellence means and continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.
Duties & Responsibilities:
- Maintain detailed and complete help desk documentation.
- Manage VOIP phone systems and connect users to the Wi-Fi network.
- Monitor trouble ticket queues, as well as enter and manage software problem incidents.
- Provide onsite as well as remote IT support services related to computer systems, software, hardware, and mobile devices.
- Identify ticket trends and work with the team on related knowledge management articles.
- Setup and configure new computers, peripherals, and occasionally help install networking equipment.
- Work with other service desk techs to provide initial triage work on user issues while prioritizing and determining appropriate solutions.
- Manage the user account provisioning process and troubleshooting.
- Provide an outline of clear resolution path for clients and provide timely updates to ensure client satisfaction.
- Work on assignments that are moderately complex in nature, using engineering judgment to resolve issues and make recommendations.
- Work closely with other departments to ensure timely ticket triage and assist with project implementations.
- Advise the Director of IT or other department heads of technical issues with clients and work to resolve with vendors.
- Perform monthly computer patching, maintenance, and required application upgrades.
- Acquire and maintain the requisite technical skills to perform system management and network operations activities in support of customer systems.
- Utilize software tools such as Smart Deploy, Asset Sonar, LogMeIn Rescue, Bomgar, and Splash Top.
- Understand support tools, techniques, and how technology is used to provide IT services as this may be required to provide after-hours support.
- Other duties as assigned.
Education & Experience:
- Associate or bachelor’s degree in computer science or related field (or equivalent experience).
- 5+ years of experience in a customer-focused position.
- 5+ years of experience in technical support and problem solving.
- Excellent verbal and written communication skills with a strong focus on delivering white-glove customer service.
- Strong background in expert online technical problem-solving and triage.
- Comprehensive knowledge of Mac and PC-based applications in addition to working knowledge of internet browser compatibility and SSO issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: the ability to match resources to technical issues appropriately.
- Self-motivated with the ability to work in a fast-moving environment.
- Experience managing Active Directory, Office 365, Windows 10, and Windows Server.
- Extensive knowledge of server administration, PC imaging, VOIP, barcode scanners and printers, and ticketing systems.
- Highly proficient in Microsoft O365, Microsoft Office, Jira, or other ticketing software.
- Certification preferred (A+/Network+, Microsoft Certified, or equivalent).