Service Desk Technician

Job description

Overview Interfaces directly with end-users to provide identification, prioritization, and resolution of hardware, software, network and application problems following well-defined guidelines and procedures Responsibilities: The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position. - Fields support calls, IT Service Requests, email, and/or other communication to provide proficient customer support for all hardware, software, and computer systems and determines the appropriate escalation path for complex or specialty support issues - Ensures the application of information technology policies, principles, and practices in the delivery of customer support services and reinforces Service level agreements to manage end-user expectations - Provides identification, prioritization, documentation, and resolution of problems using service management system, moni...