Service Desk Technician - Scottsdale, United States - AccountabilIT, LLC

AccountabilIT, LLC

Verified Company

Scottsdale, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

AccountabilIT is a full spectrum IT services firm headquartered in Scottsdale, offering Cybersecurity, Service Desk, Cloud and Virtualization, Disaster Recovery, Managed and Professional Services.

We are strong believers in promoting from within and we view our Service Desk as a great opportunity to develop your IT career.

A Service Desk Technician is the first line of support for the customers of AccountabilIT. They have the primary responsibility for receipt, triage, and resolution of customer requests and issues.

If they are unable to resolve the request or issue then they will use documented procedure to identify the appropriate escalation protocol for addressing the issue.

All activities performed by the Service Desk Technician are captured in the appropriate system of record for activity and time keeping.

Support is primarily delivered remotely to the customer. Occasional travel to a local customer location may be required.
This position is on site at our Scottsdale, AZ office.
The position requires excellent writing and oral communication, troubleshooting, and documentation skills. The Service Desk Technician must have an understanding of computer support best practices.

They also must be able to multitask and organize their work effectively in order to meet their daily, weekly, and monthly goals.

Essential Functions:

Receive inbound customer contacts and use documented procedure, personal experience, and publicly available information to triage and resolve the customer's issue or request
Document all activities and time spent in the appropriate system of record
Escalate issue where needed to management or other technical resources
Identify and update internally maintained procedures where inaccuracies are found
Provide feedback and update existing procedures. Identify opportunities for improvement in service
Investigate and attempt to resolve any received monitoring alarms
Document all activities and time spent in the appropriate system of record
Escalate issue where needed to management or other technical resources
Evaluate new procedures or processes for execution by the Service Desk
Update or provide feedback to management or directly to a customer on ways to improve the procedure

Required Qualifications:

High school diploma or GED
Active Directory / O365 Experience
Working knowledge of IT support concepts and practices
Experience with an MSP is a plus
Strong written and verbal communication skills

Other Qualifications:

Analyze information provided by customers, review system logs, and perform investigation to 1. Define the problem or request; 2. Identify potential workarounds; 3. Identify patterns or relationships; 4. Create solutions and resolve issues
Write clear and well understood case notes on work performed
Perform effectively in environments with frequent workload changes and competing demands
Work independently and follow through on assignments with mínimal direction
Identify critical situations and perform the appropriate steps in response
Certifications relevant to IT services