IT Service Desk Technician

MTC Corrections•Centerville, UT

3d•Onsite

About The Position

Begin your future now and join the nearly 10,000 associates working daily to make a difference in the lives of at-risk populations. Headquartered in Centerville, Utah, Management and Training Corporation (MTC) provides thousands of individuals with life-changing opportunities through our management of Job Corps Centers and Correctional Facilities. Apply today and find out why MTC is a true Leader in Social Impact. This is an in-office position at our Headquarters in Centerville, UT. MTC Corporate Benefits: Collaborative In-Office Environment Medical, Dental, Vision, and Life Insurance AD&D and Short-term Disability 401(k) Retirement Plan Paid Vacation and Sick time Paid Holidays Professional Development Assistance Career Advancement Opportunities Employee Assistance Program Position Summary: Reports to the IT Director, Network Administration. Provides first-level technical support to end users by responding to inquiries and resolving issues related to supported software, hardware, and computing platforms. Delivers timely, professional, and courteous customer service while complying with organizational policies, management direction, and applicable government requirements. Essential Functions: Provide first line contact handling for all issues reported to the service desk through telephone, email, Teams and self-service. Taking ownership of basic technical issues by asking relevant questions, recording details accurately in our service management system, investigation, and resolution of first line issues. Ensuring fulfilment of end user requests which have been recorded in the service management system. Escalating more technical issues to the appropriate technical support team. Escalating priority incidents as part of the incident management process. Expected to stay abreast of current news, system information, problems, changes, and updates relevant to our user community. Attend computer training, conferences and seminars as required. Maintain and improve knowledge of current Microsoft Windows platforms, Microsoft Office products, basic network connectivity and anti-virus applications. Maintain accountability of property; adhere to safety practices. Demonstrate a commitment to valuing diversity and contributing to an inclusive working environment. Contribute to our company Culture of Caring by maintaining positive and respectful relationships with employees, customers, vendors, program recipients and our community. Ensure day-to-day activities promote sustainability and reduce the impact on the environment by minimizing waste and maximizing recycling; saving energy; and minimizing water usage. It is expected that the incumbent shall perform other duties as assigned within his/her capabilities as determined by management.

Requirements

Bachelors degree in computer science or related field and two years’ experience. Directly related experience may be considered in lieu of formal education requirements, if approved by management.
Must have extensive knowledge of a variety of systems and applications.
Must have excellent verbal and written communication skills.
Unless waived by management, valid driver’s license in the state of employment with an acceptable driving record required.
Good interpersonal skills.
Building lasting working relationships and shows consideration for colleagues
The jobholder will require excellent time management and organizational skills, including the ability to deal with conflicting demands, to prioritize a heavy workload and fulfil the job requirements.
Good listening skills, professional telephone manners, a strong customer focus, excellent communication, and documentation skills.
Able to work with the team to find solutions to problems that arise and who makes decisions when necessary.
Able to quickly translate requests or problems into appropriate actions and solutions.
Desire to share knowledge amongst the team through documentation and cross-training.

Responsibilities

Provide first line contact handling for all issues reported to the service desk through telephone, email, Teams and self-service.
Taking ownership of basic technical issues by asking relevant questions, recording details accurately in our service management system, investigation, and resolution of first line issues.
Ensuring fulfilment of end user requests which have been recorded in the service management system.
Escalating more technical issues to the appropriate technical support team.
Escalating priority incidents as part of the incident management process.
Expected to stay abreast of current news, system information, problems, changes, and updates relevant to our user community.
Attend computer training, conferences and seminars as required.
Maintain and improve knowledge of current Microsoft Windows platforms, Microsoft Office products, basic network connectivity and anti-virus applications.
Maintain accountability of property; adhere to safety practices.
Demonstrate a commitment to valuing diversity and contributing to an inclusive working environment.
Contribute to our company Culture of Caring by maintaining positive and respectful relationships with employees, customers, vendors, program recipients and our community.
Ensure day-to-day activities promote sustainability and reduce the impact on the environment by minimizing waste and maximizing recycling; saving energy; and minimizing water usage.
It is expected that the incumbent shall perform other duties as assigned within his/her capabilities as determined by management.