I.T. Service Desk Technician (Second Shift, M-F)

Full-time - Entry Level

Newport, KY

Administrative and Support Services

About the position

The I.T. Service Desk Technician is responsible for providing first-level support for incoming service tickets during the second shift. This role involves addressing incidents, requests, problems, and alerts related to various technologies, including workstations, servers, printers, and networks. The technician will ensure effective communication with customers and maintain system documentation while working collaboratively with the service team to resolve issues efficiently.

Responsibilities

• Handle first-level support of incoming service tickets during second shift hours.
• Provide IT support for technical issues involving Microsoft's core business applications and operating systems.
• Support disaster recovery solutions and basic technical support at the network level, including WAN and LAN connectivity, routers, and firewalls.
• Implement and support basic remote access solutions such as VPN, Terminal Services, and Citrix.
• Monitor remote management system alerts and respond through service tickets.
• Maintain and review system documentation in the established knowledgebase.
• Communicate with customers to keep them informed of incident progress and notify them of changes or outages.
• Improve customer service and satisfaction through fast turnaround of requests.
• Work with the Service Coordinator to route service tickets appropriately.
• Enter all work as service tickets into the ticket management system.
• Recognize and escalate service tickets that require elevated support.
• Enter time and expenses as they occur.
• Complete assigned training in accordance with service desk training policies and procedures.
• Be available for on-call duties as per a predetermined rotation.

Requirements

• High school diploma or GED.
• Under 1 year of experience in technical support, preferably with Microsoft Tech Support.
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Strong interpersonal skills, including telephony and communication skills.
• Ability to diagnose technical issues and multi-task effectively.
• Technical awareness to match resources to technical issues appropriately.
• Self-motivated with the ability to work in a fast-paced environment.
• Typing skills for accurate entry of service request details.

Nice-to-haves

• Experience with Citrix and VPN solutions.
• Familiarity with firewall and computer networking concepts.

Benefits

• 401(k)
• Life insurance
• Professional development assistance
• Referral program