Vacancy caducado!
Take your career to the next level with eXcell. We offer jobs with Fortune 1000 companies nationwide AND invest in your career development using our leading-edge training program. The Information Technology Department (ITD) provides secure, reliable and integrated technology solutions in alignment with the needs and goals of the client company in a timely manner while delivering excellence in customer service. Within the department, the Infrastructure Services Division manages the server and storage platform, network infrastructure, desktops and laptops, emergency and non-emergency radios, operating system for all hardware, desktop applications, and email in a manner that enables staff to effectively and efficiently support operations. We are currently recruiting for a Service Desk Technician to further enhance service delivery. The ideal candidate will work as a member of the Service Desk Team to serve as the first point of contact for the department by working directly via telephone, in-person, or online with end users to resolve technology-related questions and issues. In addition, this person will independently perform a variety of other support functions for the department, such as documentation of processes to be published in SharePoint, hardware setup for meetings, providing secondary support for cell phone management, and primary support for Asset Management. There is a possibility for this position to convert to a term-limited position with the City (2 years, with the possibility of a 3rd year). The Service Desk Technician will be required to be onsite during the entire duration of the assignment. Required Skills / Experience:
- Principles and practices of customer service
- Familiarity with ITSM (IT Service Management) systems to include Incident / Problem Management, Request Fulfilment; Knowledgebase Management; Asset Management and IT Service Catalogs
- Principles and practices of business systems applications, databases, office automation software, and operating systems commonly used on desktop computers and networked systems
- Principles and practices of computer, business, or telecommunications operations, including network operating systems and software products; principles and practices of local area networks (LAN) and wide area networks (WAN)
- Principles, practices, methods, and techniques of providing customer service, IT training, and providing technical and functional support to end users
- Methods and techniques of modern office business software programs, recordkeeping, report preparation, technical documentation, and writing
- Basic cybersecurity principles
- Methods and techniques of troubleshooting hardware, software, voice and/or data communications equipment, and inter-connectivity problems
- Principles and practices of software and hardware installation and repair
- Principles and practices of assuring data security
- Communicate effectively, both orally and in writing; translate between technical and non-technical terms
- Identify, analyze, and define administrative and technical issues, collect information, establish facts, draw valid conclusions, and make appropriate recommendations
- Effectively organize, prioritize, and follow up on work assignments to meet established deadlines
- Prove excellent customer service
- Provide technical advice and consultation to the staff in person, online, over the telephone, or by email
- Identify, analyze, and resolve customer / user problems; take appropriate corrective action to problems
- Research technical materials to provide solutions to problems, or refer problems to appropriate staff
- Learn complex principles, practices, techniques, and regulations pertaining to assigned duties
- Effectively interpret and explain applicable processes, regulations, information technology protocols, and hardware / software application solutions to users
- Listen and communicate information to persons with a diverse background of knowledge and experience
- Establish, maintain, and promote positive and effective working relationships with employees, other agencies, officials, and the public
- Demonstrate initiative and exercise good judgment in the performance of duties
- Respond to cybersecurity issues and remediate in a timely manner as instructed
- Recognize, set, and follow priorities to meet deadlines
Vacancy caducado!