Service Desk Monitoring Technician
Salary: $24-$25 per hour, DOE
Summary/Objective
The Service Desk Technician position encompasses 2 departments, Service Desk and Service Desk Monitoring. The Service Desk Position will act as the first point of contact for inbound technical calls to review, resolve, and escalate a variety of issues as needed for both internal and external partners in the allotted time. The Service Desk Monitoring Technician position will monitor the SDM Assignment group queue, as well as assist the SD Team with inbound technical calls to review, resolve, and escalate a variety of issues as needed during business hours. All Employees in this group are required to be cross-trained on both roles.
To succeed in this role, the ideal candidate should have excellent customer service and communication skills, to troubleshoot and resolve issues in an effective, courteous and knowledgeable manner. The individual will be responsible for updating the clients ServiceNow ticketing system in real time with detailed notes on status of tickets assigned to them. The position will also require the individual to have a flexible schedule, to be available for after-hours/on-call rotation shifts as determined by business needs and/or your supervisor.
Summary/Objective
Essential Functions Service Desk
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to accurately and immediately update notes and status of all tickets worked on in real time.
Ability to provide excellent customer service via phone and email, even when dealing with potentially difficult end users
Possess intermediate writing, proofreading, and editing skills to update tickets
Ability to read, understand, and follow documentation on technical processes and procedures
Ability to understand and follow the clients designated escalation path, and effectively explain escalated issue
Ability to troubleshoot Computer hardware and software issues, able to isolate problems
Knowledge of application configuration
Ability to troubleshoot basic network issues related to hardware and Wi-Fi including but not limited to passwords, connectivity, and ports
Follow procedures to set up new users
Reset user passwords in various systems following procedure
Complete activity logs and provide to manager as requested
Access, update, and edit technical documentation as assigned
Responsible for providing data relating to assigned tickets as requested
Aptitude for quickly learning and utilizing new software and programs as related to assigned duties
Maintain confidentiality of all client information
Cultivate positive working relationships with both internal and external stakeholders
Proficient in all department and company policies, procedures and processes
Report consistently and on time to work
Attend all work-related meetings and conference calls
Perform other work-related duties as assigned
Essential Functions -Service Desk Monitoring
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Complete the following Daily SDM Tasks:
Daytime: Daily Cohesity Checks, Daytime Responsibilities Reminder Task (check for phone messages and check for and remove phone upfront messages and Employee Center announcements for resolved issues).
Nighttime: Clear the Incident Intake queue, check for messages on the x8289 and x8934 lines, at shift end: Check for and remove or change to resolved myServices Portal Announcements or "upfront" phone messages as appropriate.
Phone messages
Technicians performing both roles must monitor the phone system for messages frequently (particularly after breaks) to respond to any messages as rapidly as possible.
Login to the phone system and Live Chat (business hours only) during shift to handle calls from SDM queue or chat from the Virtual Agent. Remain logged in except for meal and breaks.
Monitor the SDM Assignment Group queue. Respond to incidents appropriately per the Incident priority SLAs and any instructions in the Incident or the SolarWinds or Stonebranch alert. Handle request and change tasks coordinating work and timing as necessary and as requested by submitter.
Monitor SolarWinds for any failed alerts. All failed alerts need to be escalated to the appropriate team
Monitor temperatures at the Readiness Clackamas Center (RCC). If temperatures are out of range at the RCC, SDM tech needs to alert Facilities.
Post new myServices Employee Center Announcements and upfront phone messages.
When not engaged in the above activities, complete SCTASKs assigned to the SDA_Service_Desk_Access or SD_Service_Desk queues
Triage and resolve or route incidents assigned to SD_Service_Desk queue.
Escalate questions to senior SDM staff or manager if senior SDM staff are not available.
Business Hours Only: Monitor the Phone team phone queues and assist when call hold times become excessive. This will require reskilling in the phone system to be able to take calls on the other queues and then back again after assisting.
Document ongoing situations including status and actions taken in the HTG Day or SDM chats Teams channel. This will serve as turnover/communication for succeeding shifts.
Escalate questions to senior SDM staff or manager if senior SDM staff are not available.
Triage and resolve or route incidents assigned to SD_Service_Desk queue.
Take ownership of SDM training documentation and keep it up to date
Ability to accurately and immediately update notes and status of all tickets worked on in real time.
Ability to provide excellent customer service via phone and email, even when dealing with potentially difficult end users
Possess intermediate writing, proofreading, and editing skills to update tickets
Ability to read, understand, and follow documentation on technical processes and procedures
Complete activity logs and provide to manager as requested
Access, update, and edit technical documentation as assigned
Responsible for providing data relating to assigned tickets as requested
Aptitude for quickly learning and utilizing new software and programs as related to assigned duties
Maintain confidentiality of all client information
Cultivate positive working relationships with both internal and external stakeholders
Proficient in all department and company policies, procedures and processes
Report consistently and on time to work
Attend all work-related meetings and conference calls
Perform other work-related duties as assigned
Competencies
Excellent attention to detail
Excellent written and verbal communication skills
Exceptional phone etiquette and customer service skills
Organized
Ability to effectively manage time to meet deadlines and quotas
Effective Problem Solving/Analysis, often under pressure
Ability to multi-task and manage competing priorities
Technical Capacity
Strong decision-making skills
Ability to communicate and cooperate with both internal and external stakeholders
Ability to work in a team and take direction well
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, headsets and photocopiers.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to read, write, talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work
This is currently a full-time remote position Service Desk hours of operation are 24/7 365 days a year. Your work schedule will be determined with your manager as client coverage dictates and may be subject to change at any time. Occasional overtime work may be required as job duties demand.
Required Education and Experience.
COMPTIA A+ Certification or equivalent experience
Ability to work flexible shifts and after hours as job demands
1year customer service experience, preferably in an IT capacity.
Preferred Education and Experience
COMPTIA Network + or equivalent experience
Previous IT help desk or service desk experience strongly preferred
Shifts:
Mon 6pm-6am
Tues 6pm-6am
Wed 6pm-6am
Fri 12pm-9pm
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