Service Technician I Save

Position Summary

Provides basic support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and requests for technical support. Documents, tracks and monitors problems to ensure timely resolution. Relies on instructions and pre-established guidelines to perform the functions of the job. Escalates complex issues as appropriate. Reports to the Help Desk Supervisor. The Service Technician I is expected to have primary responsibility for IT support at the Washington D.C. HQ and be available a minimum of 3 days a week on-site.

Compensation:

$25.00-$30.00 / hour

Essential Functions

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users via ticketing system in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems as necessary.
• Record, track and document the help desk request problem – solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting computer related issues.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Set up computers and update software as needed.
• Communicate with help desk customers via phone, digital communications, and in-person to resolve help desk issues.
• Perform post-resolution follow-ups to help desk requests.
• Other job-related duties as assigned.

Qualifications and Experience

• High School/equivalent diploma. Associates degree in related field may be helpful.
• Some previous Help Desk experience is preferred.
• Basic knowledge of computer hardware including PCs, laptops, and printers.
• Intermediate knowledge of business applications including MS Office, Zoom, Slack, and Box.
• Experience with both Windows and MacOS.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and self-directed.
• Keen attention to detail.
• Ability to analyze and solve problems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent customer service orientation.
• Some experience working in a team-oriented, collaborative environment preferred.
• Ability to lift and transport moderately heavy objects such as computers and peripherals with or without assistance.

This position is represented by the Communication Workers of America (CWA).