IT Service Desk Technician

Suntory • Raleigh, NC

3d

About The Position

The IT Service Desk Technician functions as PBV’s first level IT support and serves as the end users first contact for all IT related issues as well as helping lead the team.

Requirements

• High school diploma or GED and three (3) years IT service desk experience required or two (2) years IT service desk experience with Bachelors Degree preferred.
• Excellent written and strong oral communication skills.
• Strong focus on team work and customer service.
• Solid understanding of networking is.
• Strong technical writing skills.
• Must have good organizational skills and be self-motivated with the ability to work in a fast paced environment.
• Able to travel 10%.
• Able to work hours necessary to complete assigned tasks.
• Must be able to speak, read, and write English proficiently.

Nice To Haves

• A+, MCP or equivalent technical certification preferred.
• Familiarity with Service Desk principals such as ITIL preferred.
• Ability to translate technical concepts into user friendly language.
• Understanding of process driven workflows.

Responsibilities

• Answer, evaluate, and prioritize all incoming IT service requests utilizing technical skills, research, and the Knowledge Base to resolve as many IT service cases as possible.
• Gather detailed information for IT Service incidents that require escalation to higher level IT support teams.
• Prioritize and escalate such incidents in accordance with IT standard processes.
• Install and troubleshoot desktop/mobile hardware and software according to department standards and procedures.
• Document incident resolutions and contribute to IT Service Desk Knowledge Base.
• Answering incoming calls for our Call Center entering Service Notifications for Technicians to repair PBV Equipment.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED