Service Desk Technician

Full-Time, Regular

Technical

Anchorage, AK, US

Salary Range:$21.9300 To 29.7500 Hourly

 

CITC ENTERPRISES, INC.
JOB DESCRIPTION

Job Title: Service Desk Technician / Sr. Service Desk Technician
Department:    CEI - ITS
Reports To:     Service Desk Supervisor / Manager
Supervises:      None 
FLSA Status:  Non-Exempt 
Pay Grade:      N4 / N5
Job Type:        Regular, Full-Time 
AKBCU:         No       ICPA: No 

General Functions:

The Service Technician works on-site to maintain hardware and software for staff. They are focused on fixing technical problems as quickly as possible. Service technicians will need excellent customer service and communications skills as they work with staff on a daily basis. Additionally, all technicians require a core understanding of IT systems and how CITC leverages a range of client technologies.

Duties and Responsibilities:

Service Desk Technician

• Customer Service Management
  1. Manage customer service functions, including responding to issue reports, information requests, access.
  2. Use the results of customer satisfaction measurements to improve your customer service skills.
  3. Maintain a successful relationship with customers.
• Technical Understanding
  1. Maintain knowledge necessary to perform job role at a working level.
  2. Engage in training to maintain relevant professional competencies.
• Asset Management and Configuration
  1. Manage the documentation and tracking of job-related assets.
• Incident and Problem Resolution
  1. Provide first-time resolution by troubleshooting and diagnosing client problems
  2. Provide on-call support which may include after hours or early mornings.
• Service Focus
  1. Maintain a working knowledge IT processes and procedures.
  2. Ensure that work is aligned to IT services and that ever effort is made to meet service level agreements.
• Team Support
  1. Support fellow service desk team members during absences.
• Other duties as needed and/or assigned.

 

Senior Service Desk Technician

• All duties and responsibilities of a Service Desk Technician, plus:
• Customer Service Management
  1. Use the results of customer satisfaction measurements to improve team customer service skills.
• Design and Implementation
  1. Assist in service engineering projects.
• Technical Understanding
  1. Specialize in one or more key technology domains such as enterprise deployment, application support, or cyber security.
• Vendor Management
  1. Acts as a point of contact when troubleshooting vendor issues and problems.
• Team Supervision
  1. May serve as acting supervisor/manager during supervisor/manager absence.
  2. Assist supervisor/manager with strategic planning for the service desk.

 Job Specifications:

Service Desk Technician

• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Working knowledge of IT service management practices.
• Working knowledge of incident and problem management practices.
• Awareness of information security and the security controls that can be used to mitigate security threats within solutions and services.

 

Senior Service Desk Technician

• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Working knowledge of IT service management practices.
• Practitioner knowledge of incident and problem management practices.
• Working Knowledge of information security and the security controls that can be used to mitigate security threats within solutions and services.

 

Physical Requirements:

This position requires persistent repetitive movements of the hands, wrists and fingers and the ability to sit and use a computer for long periods of time. The role must be able to lift approximately 50 pounds. The role must be able to perform all the essential functions of the position satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Minimum Core Competencies: CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.

Minimum Qualifications:

Service Desk Technician

• Basic general technology support certification (CompTia A+, Google Support Certification).

 

Senior Service Desk Technician

• Associate degree in Information Technology or a similar field.  Relevant experience may be substitute for the educational requirement on a year-for-year basks.
• Three (3) years of experience.
• Basic general technology support certification (CompTia A+, Google Support Certification or equivalent)

 

Minimum Qualifications for All Levels:

• Continued employment is contingent upon completion of a satisfactory state and federal fingerprint criminal background check.
• Valid Alaska driver’s license and insurable under CITC’s automotive insurance, which requires a driver to be at least 21 years of age and have had a driver’s license for at least three years.

 

Preferred Qualifications:

Service Desk Technician

• Basic general technology support certification (CompTia A+, Google Support Certification or equivalent) and 1 year of experience or associate degree in Information Technology. Year for year experience may be substituted for educational requirements.
• Proven experience providing excellent customer service and/or technical support
• Experience in large enterprise environment.

Senior Service Desk Technician

• Bachelor’s degree in Information Technology and 1 year of experience. Year for year experience may be substituted for educational requirements.
• Basic general technology support certification (CompTia A+, Google Support Certification or equivalent) and specialist certifications or badges in client level software.
• Experience in large enterprise environment.
• Experience with technology project management.
• Experience with cloud technologies and modern systems deployment technologies.

Physical Requirements: 

• Primarily works in an office setting, with extended periods of time at a desk and on a computer. 

 

Disclaimer

The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job.  It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job.  Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time.  This job description is not an employment agreement or contract.