Service Desk Technician I

O.C. Tanner - Salt Lake City, UT

Full-time - Entry Level

Salt Lake City, UT

1,001-5,000 employees

Apparel Manufacturing

About the position

The Service Desk Technician at O.C. Tanner plays a crucial role in enhancing employee experiences by providing technical support and resolving IT-related issues. This position involves managing incident and service request tickets, ensuring timely resolution, and maintaining documentation for the Service Desk knowledgebase. The technician will support both remote and local staff, contributing to a positive workplace culture through effective communication and problem-solving skills.

Responsibilities

• Receive calls, e-mails, walk-ins, and self-service requests from O.C. Tanner employees, and create Incident tickets or Service Request tickets, logging all pertinent information.
• Provide initial assessment of categorization and prioritization for reported tickets.
• Provide initial support, targeting a higher level of first contact resolution.
• Ensure tickets are properly escalated and assigned to appropriate Tech support groups and non-Tech teams.
• Perform hierarchical escalation through Service Desk management and the Tech leadership group.
• Maintain ownership of tickets, ensuring timely entry, updates, and closure.
• Create and maintain documentation for the Service Desk knowledgebase.
• Support for remote and local staff. On-call duties as assigned.

Requirements

• Excellent customer service and strong analytical skills balanced with exceptional verbal and written communication.
• Windows and Macintosh platform support knowledge and experience.
• Experience installing, configuring, troubleshooting, and providing end user support for all Microsoft Office products with an emphasis on Outlook, Excel, Word, and PowerPoint.
• Troubleshooting experience with mobile devices such as iPad, iPhone, Android, and others.
• Experience with multiple Internet browsers.
• Experience with network-based file and print configuration, troubleshooting, and installation.
• Ability to work independently, analyze problems, and make decisions with minimal management intervention.
• Experience supporting virtual desktop technologies is preferred.
• Some technical background across infrastructure technologies, e.g. network, voice.
• Ability to anticipate potential obstacles and develop contingency plans to overcome them.
• Awareness of new and existing technologies, architectures, and ability to diligently follow standards and best practices for many different technology areas.
• Ability to manage multiple issues, interruptions, and effectively multi-task in a high-pressure environment where change is commonplace.
• Proven ability to perform advanced Microsoft Windows triage and remediation using remote desktop tools.
• Advanced ability to provision user and group security in Microsoft Active Directory.
• Perform Tier I troubleshooting of computer issues, and escalations to Tier II.

Nice-to-haves

• Experience supporting virtual desktop technologies is preferred.
• ITIL Foundations desired, but not essential.