Service Desk Technician I

Department:

Job Summary:

Job Description:

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents.  They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Provides technical assistance and support by phone for incoming requests from IBC internal customers and end users, work tracked by service tickets in Service Desk Plus
• Troubleshoots and resolves common internal/external serviced applications, software, hardware, etc.
• Provisions network access and password resets in all applications administered by IT Services
• Gathers pertinent details and assigns/escalates tickets to the appropriate level of support
• Processes network access setup for new employees/non-employees
• Performs software installation on computers
• Provides front line support for mobile devices
• Provides user awareness and education for IBC supported applications
• Navigates and utilizes IT Service Desk Solutions Base, processes & procedures
• Provides technical assistance for software upgrades
• Utilizes intra-departmental training resources to achieve competent and proficient skill level with standard IT systems and IT industry practices

• Familiar with MS Windows Operating systems
• General computer networking concepts.
• Familiar with computer peripherals and connections.
• Familiar with common desktop applications and MS productivity applications.
• Active Learning and Learning
• Good written and oral communication skills.
• Complex Problem Solving
• Critical Thinking
• Time Management

• High School Diploma or GED
• Associate’s, Bachelor’s Degree or Technical Certification in related field