Tier Service Desk Technician

TEKsystems Ann Arbor, Michigan
service desk technician service desk ticketing servicenow customer support ticketing systems a+ network+ technician infrastructure team desktop
February 4, 2024
TEKsystems
Ann Arbor, Michigan
FULL_TIME
Job summary
Tier 2 Service Desk Technician responsible for working on a global service desk utilizing top of the line technology for day to day escalated support.

Job seniority: entry level

Responsibilities
• Actively listens to our internal and external customers to understand their issues or concerns
• Document with detail and track customer issues using the ServiceNow ticketing system to ensure quick resolution
• Participate in developing Service Desk technology and infrastructure projects
• Maintain up-to-date knowledge of company products and services
• Take control of personal and team ticket queues
• Provides phone and in-person support to users in the areas of e-mail, directories, standard
• Serves as the initial point of contact for troubleshooting hardware/software PC and computer peripheral problems
• Provide friendly customer support and interface daily
• Periodically review/update processes and procedures for all infrastructure, systems, and services
• Image laptops and desktop computers with SCCM
• Follow-up with end users to provide status updates meeting expected service level targets
• Be responsive, reliable, and able to prioritize tasks efficiently
• Develop the skills to become an instructor for internal team training
• Experience support for MacOS and JAMF
• Experience using ITSM Ticketing tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents)
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support
• Work an 8hour shift daily (7am-4pm, 8am-5pm, or 9am-6pm)
• Collaborate with Tier 1 Support and other relevant teams to ensure seamless support continuity

Requirements
• 2+ years of experience in enterprise desktop system support
• ServiceNow Ticketing Systems
• Certifications: A+ or Network+
• Windows 10/Mac OS split environment
• Previous customer support experience
• Active Directory (Confirming connections between computers, Automated connection to Bitlocker, password resets, account creation)
• Remote/Onsite support

Key Skills Needed
• Operating Systems: Windows 10, Mac OS
• Ticketing Systems: ServiceNow
• Certifications: A+ or Network+
• Customer Support
• Active Directory
• Remote/Onsite support



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