Level II Desktop Engineer
Role Purpose Statement:
The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual gives in-person, hands-on help at the desktop level.
Key Performance Indicators (KPI)
Ø Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Ø Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution.
Ø Identify and learn appropriate software and hardware used and supported by the organization.
Ø Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Ø Test fixes to ensure the problem has been adequately resolved.
Ø Perform post-resolution follow-ups to help requests.
Ø Develop knowledge base help sheets and FAQ lists for end users.
Ø Customer satisfaction
Ø Standing, acceptance by superior, line managers, and peers
Ø Quality and sustainability of process improvement as measured via business case(s)
Ø Associates Degree in Computer Science, Information Systems or equivalent work experience
Ø Strong knowledge of Microsoft Windows 7
Ø Strong knowledge of Microsoft Office 2010 & 2013
Ø Experience with Microsoft Active Directory, administration, the creation of user accounts and Internet email.
Ø Experience documenting work in a help desk ticketing system
Ø Must demonstrate excellent organization, prioritization, follow-up and time management skills
Ø Teamwork skills, Customer service orientation, Communication (oral/written) and interpersonal skills
Ø A+ Certification a plus
Ø Achievement Orientation
Ø Customer Focus
Ø Organizational Effectiveness
Ø Team Leadership
Ø Analytical Thinking
Ø Impact and Influence
Ø Fluent and secure communicator