Service Desk Technician II

Fargo, ND

Full Time

TrueIT

This position provides escalated troubleshooting for technology-related service requests and support-related issues across the company and for clients by taking calls, answering email, responding to tickets, answering support-related questions, and providing desk-side support.

What you’ll be doing:

  • Serve as primary interface for escalations form other end-user support technicians
  • Provide technical assistance resolving IT-related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues
  • Prioritize daily workload and help desk requests according to policy and procedure
  • Devise and deliver solutions to enhance quality of service and prevent future problems
  • Log customer information and use ticketing system for accurate documentation
  • Create and update knowledgebase instructions
  • Build sustainable relationships with customers
  • Research emerging end-user support products, services, tools and practices
  • Set client expectations when opening and assigning service tickets
  • Make recommendations to improve overall efficiency of daily operational procedures
  • Maintain current knowledge of core hardware and software standards as well as new technologies and applications being introduced
  • Participate in rotational on-call support
  • Demonstrate behaviors which are aligned with the organizations desired culture and values
  • Achieve and maintain help desk performance metrics

Your skills and qualifications:

  • Associates degree in computer science, business, or related field (Bachelor’s degree preferred)
  • Experience with desktop hardware and software, third-party applications, and home office configurations
  • Experience troubleshooting, diagnosing, and resolving complex PC and network problems
  • Knowledge of Virtual environment within Microsoft Hyper-v, Azure and VMWare
  • Knowledge of wireless infrastructures and imaging system for desktops and laptops
  • Knowledge of remote device security tools
  • Ability to identify patterns and investigate mission critical solutions
  • Strong customer service skills with an ability to work with accuracy
  • Team player with a strong work ethic and operates with a sense of urgency
  • Strong written and verbal communication skills
  • Displays high initiative and works well under pressure