Service Desk Support Technician I

$36,192 - $54,205/Yr

Cox Enterprises, LLC - Wilmington, OH

Full-time - Entry Level

Remote - Wilmington, OH

Personal and Laundry Services

About the position

The Service Desk Support Technician I is responsible for providing support within data workflows, acting as the first line of contact for management and clients. This role involves monitoring data processes, managing tasks to meet service level agreements, and troubleshooting technical issues. The technician will work with various software and databases, ensuring proper file management and documentation while supporting both internal and external clients.

Responsibilities

• Monitor the constant flow of data and automation processes according to predefined expectations.
• Manage multiple tasks and work according to criticality and prioritization to meet departmental and client SLA requirements.
• Aid and support technical staff internally and externally.
• Verify files are formatted, named, and encrypted according to predefined expectations.
• Verify file locations and files are properly archived.
• Analyze files, logs, reports, and processes to find and identify errors.
• Perform investigation, analysis, documentation, and solution proposal for technical issues.
• Respond promptly to file delays, issues, or concerns.
• Manage test tasks and test environments while working with other departments.
• Work with databases.
• Manage service orders, error queues, and performance tracking requirements.
• Use support software programs, utilities, and executables to manage daily processes.
• May be expected to review, format, and input data for computer processing.
• Maintain and revise procedural documentation.
• Research data and application issues using documented specifications.
• Provide various levels of troubleshooting assistance to internal and external clients.
• Create new or update existing batch files.
• Create new or update an existing ASP page.
• Attend meetings pertaining to new onboarding clients and state.
• Record issue status and resolution in trouble ticket system.
• Identify and resolve file processing issues.
• Communicate with stakeholders regarding status of issues, proposed resolution, and timelines.
• Create system documentation as required.
• Perform metrics, progress tracking, and reporting.
• Monitor Daily Tasks.
• Assist with special projects as assigned.

Requirements

• High School Diploma/GED
• Experience in creating MS office documentation such as Word, Excel, Power Point and Visual Studio.
• Experience with Secure File Transfer Protocol (SFTP)

Nice-to-haves

• Associate's Degree
• 2-4 years experience
• Experience in ASP/HTML, CSS, VB script, Fox Pro languages.
• Experience with creating .bat file.
• Experience in 24x7 automation suite.
• Experience working with trouble ticket systems

Benefits

• Minimum of sixteen hours of paid time off every month
• Seven paid holidays throughout the calendar year
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Flexible vacation/wellness days and/or PTO