Service Desk Technician


Rochester, NY

Industry: Technology


5 - 7 years

Posted 13 days ago

  by    Cynet Sytems

We are looking for Service Desk Technician for our client in Rochester, NY

Job Title: Service Desk Technician

Job Location: Rochester, NY

Job Type: Contract 12 Months

"US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time."

Job Description:

  • We are looking for a customer service oriented IT Technician to provide technical support to our internal and external users in an efficient and accurate manner.  
  • You represent the organization and your goal is to make sure the customer experience and solutions are maintained to the standards set by the organization

Job Responsibilities:

  • Provides Service Desk Services that meet or exceeds the initiatives identified 
  • Supports incoming calls for approximately 23,000 internal employees to meet Service Level Goals
  • Ability to work in fast paced environments and adapt quickly to changing situations
  • Flexibility and able to work after hours (Shifts 2 or 3) Weekends and Holidays
  • Commitment to maintaining the highest standard of customer service is essential with outstanding oral and written communication
  • Strong problem-solving and trouble-shooting skills
  • Follow Standard Operating Procedures
  • Maintains Internal support documentation and Website content
  • Identify and escalate situations requiring urgent attention
  • Respond to requests for technical assistance via Phone, Email or Chat
  • Diagnose and resolve technical hardware and software issues
  • Log all Service Desk Interactions via Service Management System
  • Follow up with customers to ensure issue has been resolved
  • Participates on project initiatives
  • Support training of new team members and provide on-going training.
  • Support Disaster Recovery Plan

Education and Experience:

  • Certifications in ITIL V3 Foundations, HDI, A+, Security+ or Network+ preferred
  • Working knowledge of fundamental operations relevant to Hardware, Enterprise Software (Windows 7/ Windows 10, Office 2013/2016, Outlook), Networking (Active Directory, Exchange Management, VPN) and Mobility support for (iPhone, Android)
  • Working knowledge of an IT Service Management (Remedy or Service Now) Preferred
  • Technical professional with minimum of 5 years of experience in IT Customer Support role,
  • Service Desk Support Center preferred

Key Competencies:

  • Oral and written communications skills
  • Learning skills
  • Customer service oriented
  • Problem Analysis
  • Problem-solving
  • Adaptability
  • Team interaction
  • Attention to detail
  • Planning and organizing
  • Stress tolerance
  • Proficiency in English?