Job Description
BDO Job Description
The Desktop Support Technician role is responsible for delivering quality customer service to Firm customers, Partners and professionals by providing a dedicated call center service for requests and incidents by phone, ticketing and messaging systems. Assesses nature of customers problem or request; provides basic to mid-level troubleshooting; reviews technical documentation and knowledge base for documented solutions; and either resolves the issue or escalates to next level in the support chain. Operates under close supervision and reports to the Service Desk Desktop Support Manager. Moderate amount of travel may be required related to projects, training or support for several days at a time. An alternative work schedule, on-call work and weekends are occasionally required. The Desktop Support Technician role is responsible for the efficient and effective operations of the Service Desk within their area of expertise. In this role, the Desktop Support Technician role is charged with participation in the Incident Management process and making recommendations to IT Management for process improvements. Additionally, the Desktop Support Technician role maintains knowledge of current systems and hardware to ensure correct and consistent application of firm-wide policies and procedures.
Job Duties
- Provides technical support for all service tickets entering the Service Desk.
- Gathers information about a problem, to correctly identify and categorize the problem
- Evaluates issues and escalates as needed to a higher level or other resource as appropriate using the provided Service Desk Process manual
- Restores service to affected user(s) in the course of resolving tickets, using methods including:
- Remote troubleshooting via provided toolsets
- Using the ServiceNow Knowledgebase system to determine the root cause of a problem
- .Assists with system configuration and diagnostics, hardware and software diagnostics, and processing requests for hardware repair or replacement
- Ensures that all documented processes are adhered to and departmental compliance is achieved
- Reports possible trends in a timely fashion to the Service Desk or Problem Manager.
- Participates in the Incident/Problem Management activities and post Problem Tickets as needed
- Accurately logs problems and updates ticket history to document troubleshooting steps and resolution
- Creates technical documentation and FAQs for addition to the ServiceNow Knowledgebase
- Adheres to the Service Desk call center schedule as required by the managers or coordinators, acknowledging and conforming to schedule changes as required
- Reports for After Hours Support duty by roster for out of hours emergency on-call support
- Notifies the Incident/Problem Management group of trends in incidents
- Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process
- Notifies Knowledge Centered Support (KCS) team in the event of identified inaccuracy of content in the ServiceNow Knowledgebase
- Collaborates with other Service Desk personnel on projects for Service Desk improvements
- Participates in Incident Management process tasks
- Prepares training for the Service Desk on business line application product versions and changes as directed by EUS leadership
- Leads Service Desk trainings to keep the team collective knowledge up to date on the latest technology and procedures at the direction of EUS leadership
- Other duties as required
Supervisory Responsibilities:
Qualifications, Knowledge, Skills and Abilities
Education:
- High school diploma/GED required
- Bachelor degree and / or equivalent experience preferred
Experience:
- Two (2) or more years of experience in a technical support environment or other qualifying experience required
- Technical Support or Customer Service Industry experience preferred
License/Certifications:
- Microsoft Certified Professional preferred. (MCP)
- Microsoft Certified Desktop Support Technician preferred. (MCDST)
- Evidence of completion of course for Microsoft Office 2007 or greater preferred
- Microsoft Certified IT Professional preferred. (MCITP)
- Laptop/Desktop hardware technician certification preferred
Software:
- Microsoft Windows 7 or current Operating System
- Microsoft Office Suite 2007 or higher, Microsoft Groove, Microsoft Outlook 2007 or higher
- Adobe Acrobat Standard
- McAfee Desktop Suite
- Cisco VPN
- Wireless Software
Language:
Other Knowledge, Skills & Abilities:
- Excellent interpersonal and customer relationship skills
- Strong problem-solving and technical troubleshooting skills
- Ability to learn quickly in an ever-changing environment
- Capable of working well under pressure while dealing with unexpected problems in a professional manner
- Strong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.
- Capable of successfully multi-tasking while working independently or within a group environment
- Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures
- Capacity to travel on a minimal basis (10%)