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Service Desk Technician in Charlotte, NC at MDI Group

Date Posted: 2/7/2019

Job Snapshot

  • Employee Type:
  • Location:
    Charlotte, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Service Desk Technician 
Charlotte, NC
Long term contract

The Service Desk Technician provides technical support assistance in a service desk environment.  Serves as the primary point of contact for technical support services.  Answers questions and resolves simple to complex technology related issues Respond to customer incidents; requests; and inquiries.Performs ticket resolutions and escalate tickets as needed; Routinely requires communicating and coordinating with end-users and other ITS teams to resolve issues.  Troubleshooting is performed via telephone or remote technology & may involve the use of diagnostic and service request tracking tools

What you will be doing:

  • Diagnose, repair, upgrade, and maintain all PC related hardware and software
  • Aid customers concerning the use of computer hardware and software, including printing, installation, enterprise applications, electronic mail, and operating systems
  • Perform First Contact Resolution (FCR)
  • Install and perform minor to more complex repairs to hardware, software, or peripheral equipment, following design or installation specifications
  • Maintain records of daily data communication transactions, problems and remedial actions taken.
  • Read technical manuals, confer with customers, and conduct computer diagnostics to investigate and resolve incidents
  • Route major hardware or software incidents to the appropriate Vendors; Applications teams; or Service Management teams for resolution. (If unable to resolve through remote control)
  • Provide operational support for a variety of customer system platforms including Tablet; Desktop; Laptop; and zero client hardware
  • Provide support for enterprise software such as O365 & Windows Operating systems and proprietary software as needed
  • Provide operational support for user identity management, user name provisioning, system access, and password management. (Active Directory)
  • Analyze and clearly communicate (both Written & oral) issues requiring IT Strategic decisions
  • Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database (KMDB) using the Cherwell ITSM Solution
  • Collaborate on the development of “Tips & Tricks” training materials using “Standard” format
  • Collaborate on the development of training materials and procedures or assist users in the proper use of hardware or software

Must Have:

  • One year of IT support experience or an equivalent combination of training and experience
  • Knowledge of overall computer operations procedures, operating systems and platforms required (Windows 10).
  • Knowledge of software such as: MSOffice Suite 2016; O365; I.E.; Chrome; MS Outlook, Service Desk Technology; Adobe Writer; OneDrive; Skype for Business; VM; etc.
  • Knowledge of current techniques and capabilities of personal computers, local area networks and wide area networks
  • Knowledge of hardware such as:  Motherboards, CPU’s, Chipsets; Memory; printers, Peripherals; etc.
  • Knowledge of Zero Clients
  • Ability to troubleshoot and resolve simple as well as Moderately Complex HW/SW tickets as quickly as possible
  • Ability to work Independently or as a team member with minimal instruction
  • Perform continual research to enhance technical knowledge
  • Perform Critical Thinking (Complex Troubleshooting)
  • Maintain adaptability when performing in new situations
  • Maintain adaptability when performing in Emergency situations & under stress
  • Ability to utilize Service Desk software to prioritize and manage support calls

Desired Certifications:

  • ITIL Foundations v3
  • HDI Support Center Analyst


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