Information Technology Desktop Support - Hollywood, United States - StevenDouglas

Description

Overview

The Technician is the first point of contact for the business partners. As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem. Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the Values.

Duties and Responsibilities

Participate in on call rotation

Provide accurate and timely updates to work tickets, incidents, and outages

Develop a command of ITIL service management practices and customization made to standards

Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality,

data, reporting, administration, etc.)

Receive, ticket, and route end user support issues

Complete issue resolution

Document all support outcomes, including resolution and notes

Participate in updating service policies and procedures (where needed)

Assist with commercial and custom system testing and debugging (new releases, features, etc.)

Communicate status of issues to users (verbally or digitally)

Learn and develop expertise in in-scope applications

Provide the support to resolve incidents

Maintain awareness of system environment to ensure the highest level of service and support to the

organization

Support and maintain knowledgebase with current standards and resolution procedures

Minimum Qualifications

Bachelors or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).

Strong communications skills (written and verbal)

Demonstrated patience and empathy for user community

Ability to follow instructions

Strong networking skills, including an ability to leverage relationships to solve problems

Strong problem-solving skills

Strong time management skills (i.e. works efficiently)

Delivers Results

Change agent

Collaboration/Teamwork

Critical Thinking

Analytical Skills