Service Desk Technician, ATL

UNITED NEGRO COLLEGE FUND•Atlanta, GA

8d•Hybrid

About The Position

The Service Desk Technician position provides support to end users for computer, application, system, device, and access issues. The role requires an experienced generalist to focus on analyzing requirements, resolving problems, managing software solutions, end user support, and performing PC upgrades and configurations. The incumbent will effectively leverage his/her competencies with outsourced vendor support in ensuring UNCF’s technology infrastructure and operating environment achieve maximum efficiency and productivity, incorporating UNCF’s risk mitigation guidelines.

Requirements

Bachelor’s degree from a four year college or University preferred in Information Systems, Computer Science or a related technical field and/or 3-4 years of experience in service/helpdesk IT role.
Proficient with Windows Operating Systems
Knowledgeable with Apple iOS and Apple products
Proficient in Microsoft Office Suite, O365
Knowledge of Virtual Desktop Environments (VDI/WVD)
General knowledge of Azure, Azure AD, Intune/
General knowledge of networking
General knowledge of Security (network and desktop)
Computer and mobile device setup
Basic Active Directory administration
Skills in setup and diagnosing of peripherals such as printers
Knowledge of audio/video conferencing technology
Ability to provide remote support (TeamViwever/Ultraviewer)
General knowledge of online meeting platforms (Teams, Zoom, etc.) and supporting devices
Strong troubleshooting skills
Knowledge of leading edge data, image and voice technologies including web-related technologies coupled with a record of success using such tools in environments requiring the highest standards of excellence in service delivery.
Demonstrated flexible and results-oriented management style, with excellent communication and presentation skills- both written and verbal.
Strong communications skills (oral/written) with training experience a plus
Strong customer/service orientation with attention to detail when proposing solutions.

Nice To Haves

A+
Security+
Network+
MCSA preferred.

Responsibilities

Monitor and respond quickly and effectively to service desk requests for technical support and resolve problems to the end user’s satisfaction.
Modify configurations, utilities, software default settings, etc. for end-user devices. Includes testing of PCs, Laptops, Virtual Desktop, Apple mobile devices, peripherals.
Network monitoring (Level 1 support)
Assist with onboarding of new users, offboarding of departing users.
Assist in the maintenance of the organization’s asset management tracking system (equipment, software/software licenses)
Distribution of equipment to end-users
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates database for potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from outset to conclusion.
During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
Maintains records, informs users about the process and advises relevant persons of actions taken.