Associate Service Desk Engineer

Position Summary

The Associate Service Desk Engineer is responsible for providing technical support and assistance to end-users and customers. The role requires strong communication and problem-solving skills, as well as technical expertise in various hardware and software systems.

The ideal candidate is someone who has a combination of technical expertise, communication skills, and customer service skills. They should be able to handle basic technical issues efficiently and professionally while providing excellent customer service to end-users. Additionally, an ideal Level 1 Service Desk Engineer should be motivated to continually learn and develop their technical skills, stay up-to-date with the latest industry trends and best practices, and seek opportunities to improve the IT service delivery and customer support processes.

• Receiving and responding to customer inquiries and requests via phone, email, or chat

• Providing technical support and assistance for hardware and software issues

• Troubleshooting basic problems with computer systems, applications, and networks

• Escalating complex issues to higher-level support staff as necessary

• Creating and maintaining documentation related to support issues and solutions

• Following established procedures for incident management, problem management, and change management

• Participating in ongoing training and professional development to stay up-to-date with the latest technology and industry trends

• Collaborating with team members to develop and implement best practices for IT service delivery and customer support

• Other duties as assigned

To be successful in this role, the candidate should have a degree or certification in computer science, information technology, or a related field. The candidate should also possess strong technical skills in areas such as network administration, operating systems, and databases, as well as excellent communication and problem-solving abilities. Additionally, prior experience in technical support or customer service is preferred:

• Bachelor’s degree in Technology, Engineering, or Mathematics (STEM) or equivalent work experience

• Minimum of 1 years of experience working in a technical field

• Must be capable of dealing confidently and professionally with internal customers

• Must be a team player and build good working relationships across all functions

• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches

• Must be capable of dealing confidently and professionally with internal customers

• Must be a team player and build good working relationships across all functions

• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches

• Strong knowledge of reliability engineering principles, tools, and techniques

• Experience with reliability modeling, simulation, and analysis

• Knowledge of reliability standards, regulations, and best practices

• Experience with statistical analysis and data-driven decision making

• Strong communication, collaboration, and problem-solving skills

• Demonstrated ability to work in cross-functional teams

• Experience with project management and process improvement methodologies (e.g., ITIL, Lean, Agile) is a plus

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

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