Service Desk Technician

Fargo, ND

Full Time

TrueIT

Your purpose as Service Desk Technician is to help make someone’s day a little brighter by solving their issue. Technical issues are frustrating. Your goal is to hear out customers, empathize with their issue, and brainstorm ways to fix it.

What you’ll be doing:

  • Accurately and promptly document issues and requests from customers at the time of ticket submission and during support activities
  • Install, troubleshoot, and repair workstations (Laptops, desktops, surfaces)
  • Install, troubleshoot, and repair peripherals
  • Answer support requests that come in via phone calls, emails and the help desk system
  • Perform system administration tasks, including adds, changes, moves of user and computer accounts, directory permissions adjustments, etc.
  • Perform level 1 support of customer networked environments including desktops, servers, client/server and email applications, and common peripherals
  • Perform system administration tasks, adds/changes/moves of user and computer accounts, directory permissions adjustments
  • Accurately and promptly document issues and requests from customers at the time of ticket submission and during support activities
  • Perform basic network troubleshooting and assessment
  • Participate in after-hours on call rotation

Your skills and qualifications:

  • High school diploma or GED required
  • Associates degree in computer science, information technology or related field preferred
  • Prior work experience in network administration, help desk or similar role
  • Experience with active directory, domain account management, firewalls and routers, DNS, VPN, distributed networks, and local & remote printers
  • Superb time management skills with ability to adapt and be highly detailed and organized in documenting customer help tickets and resolutions
  • Strong critical thinking and problem solving skills with ability to brainstorm, find resolution and implement solutions to technology issues
  • Customer focused with ability to understand their needs and use sound judgment, take initiative and complete tasks with minimal supervision
  • Passion for technology; must like to continually learn the latest and greatest in technology
  • Excellence verbal, written and interpersonal skills with active listening ability; Articulate; must be able to explain issues via phone, in-person, and in writing
  • Motivated self-starter with the ability to work effectively within a team or independently
  • General knowledge of Windows 7/ 8/10/ OS X Desktop Operating Systems, networking (LAN, WAN, VPN) and Office 365