Associate Service Desk Technician

Support users in a 24 x 7 x 365 NOC setting while providing onsite corporate desktop services at a data center facility.

Responsibilities

• Deliver customer service, troubleshooting, and incident escalation for users contacting the 24 x 7 x 365 NOC environment
• Serve as an escalation point for Service Desk Technicians
• Answer company operator calls and route callers to the appropriate person
• Handle initial telephone or email inquiries; troubleshoot and manage hardware, software, and network issues
• Collect required customer and problem details; maintain records with appropriate journal entries
• Escalate complex and/or high-priority incidents or requests to the right personnel or support groups for timely resolution
• Confirm proposed solutions resolve user issues via verbal or email follow-up
• Provide corporate desktop support services including laptop imaging, printer support, user account administration, and related hardware/software/telecom/communication services with support from Service Desk Senior Analysts
• Coordinate with third-party vendors to support end users with appropriate products and services
• Perform software, hardware, and firmware upgrades as needed
• Document troubleshooting and resolution steps for each incident
• Support asset lifecycle activities
• Maintain printer and copier supplies
• Perform initial investigation and/or troubleshooting to determine root cause and resolution for system and network issues
• Handle cell phone provisioning and tracking in line with BYOD and other policies/procedures
• Document support procedures
• Participate in training and mentoring of Service Desk Technicians
• Support desktop software license management and inventory control
• Act as communication coordinator and situation manager during critical incident call bridge events
• Perform other duties as assigned

Requirements

• Minimum 3 years of experience
• High school diploma or GED (required); associate degree or technical training school (preferred)
• Good problem-solving skills and troubleshooting skills
• Good documentation skills
• Proven ability to work independently
• Ability to work well in a team environment
• Ability to accommodate flexible work schedules
• Ability to work in a fast-paced environment
• Strong customer service and interpersonal communication skills with dedication to customer satisfaction
• Type a minimum of 35 wpm
• Technical knowledge of PC hardware, operating systems, and networking
• A+ and/or Network+ certification (a plus)
• Able to climb ladders and work on raised platforms
• Able to hear and speak into a telephone and 2-way radio
• Ability to distinguish colors on wiring and cables to ensure safety protocols are followed
• Able to work in confined spaces
• Requires ability to lift and carry objects weighing up to 50 pounds
• Requires ability to kneel, stand, walk great distances, and climb stairs/ladders
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other technical instruments

Technologies

• PC hardware, operating systems, networking
• Laptop imaging
• Printer support
• User account administration
• Telecom and communication services
• Software, hardware, and firmware upgrades
• BYOD
• Desktop software license management

Benefits

• Hourly base salary: $36.88 - $47.93; eligible for overtime pay per local state and federal “Wage and Hour” requirements
• Annual bonus eligibility for regular full-time employees; payout depends on individual and company performance
• Paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401(k)
• Monthly stipend for personal device expenses, if applicable

Work Conditions

• Typical data center work environment with varying temperatures and loud noises
• Extensive daily use of a computer/workstation
• On-site work only; no telecommuting

Special Requirements

• May be required to work second and third shifts on occasion, or as scheduled
• Must possess a current, valid state-issued driver’s license

Location: Ashburn, VA (onsite)

Pay: USD 36 - 47 per hourly