Senior Service Desk Technician
4 weeks ago
Overview:
Goldbelt Hawk designs, develops, and implements comprehensive solutions for problem spaces, including computer security, scalable architectures, advanced analytics, artificial intelligence, and network/data center operations. Specializing in local and enterprise-level incident response and forensic analysis, Hawk's personnel deliver threat analysis and reporting while implementing solutions based on mature planning and development practices.
**Summary**:
We are looking for a Senior Service Desk Technician to oversee the current shift Local Site Help Desk activities which provides basic Tier I-2 support to end users on a variety of computers and associated networks issues.
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**Responsibilities**:
**Essential Job Functions**:
- Enters information into ticket system and creates trouble reports for IT Support Technicians
- Documents, tracks, and monitors the problem to ensure a timely resolution
- Responsible for scheduling local staff tasks and ensuring service management process are followed by local team on shift
- Ensures a smooth hand-off transition between shifts
- Shift supervisors provide 24x7 coverage
- Possesses and applies a comprehensive knowledge across key tasks and high impact assignments
- Plans and leads major technology assignments
- Evaluates performance results and recommends major changes affecting short-term project growth and success
- Functions as a technical expert across multiple project assignments
- May supervise others
Qualifications:
**Necessary Skills and Knowledge**:
- Excellent oral and written communication skills
- Excellent customer service skills
- Ability to troubleshoot complex technical issues
- Ability to diagnose PC hardware/software problems and document solutions
- Ability to perform in a detail-oriented environment with a high level of accuracy
**Minimum Qualifications**:
- Bachelor degree in a STEM field
- 5 - 10 years of related experience
**Preferred Qualifications**:
- Operating System, Server, and Networking certifications are preferred
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