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IT Service Desk Technician

Roanoke, VA · Information Technology
Position Title: IT Service Desk Technician
Location: Roanoke, VA 24019
Position Status: 6 month contract-to-hire
Compensation: Negotiable
Shift: Monday - Friday (8am to 5pm)
Our client has an immediate opening for a Service Desk Technician based at its Roanoke, Virginia office. This position reports to Senior Manager of End User Services. The primary responsibility of this position is to respond to incoming phone calls, e-mails and walk-ins to the service desk, follow up on open/closed service desk calls, and perform end user support tasks as assigned.
  • Evaluate, prioritize and provide 1st level technical support for incoming issues and requests made via telephone, e-mail and the IT service portal
  • Create, update, follow-up, and close out service desk tickets within established service levels
  • Escalate calls when appropriate and follow up to ensure resolution
  • Consistently follow established IT service management best practices and documented procedures
  • Perform management tasks beyond ticket response as assigned (e.g. account management, printer management, software ordering, pc and software deployment etc.)
  • Actively contribute to the improvement of service desk related processes and service levels
  • Utilize monitoring tools to proactively respond to potential problems
  • Identify and document user procedures needed to minimize or eliminate related service desk incidents
  • Assist in updating and maintaining current documentation used by IT staff for troubleshooting (e.g. supported site info, software installation procedures, procedures for opening trouble tickets with varying vendors, etc.)
  • Provide 24-7 on-call emergency support on a rotational basis
Skills/Knowledge/Experience Requirements:
  • Associates Degree in Computer Science, or equivalent, preferred
  • A minimum of two years’ experience supporting a service desk
  • Experience using ServiceNow or similar service desk solution, preferred
  • A+ and/or ITIL Foundation certification, preferred
  • Technical knowledge and troubleshooting experience with PC hardware, operating systems, application software, LAN/WANs and e-mail, required
  • Intermediate skill level with Microsoft Office 365 applications and services
  • Typing speed of 40 WPM or higher
  • High degree of patience and perseverance
  • Detail oriented and ability to consistently follow documented procedures
  • Excellent communication, listening, and writing skills
  • Ability to connect with all levels of users
  • Excellent customer service skills with the ability to display an energetic, positive attitude
  • Ability to identify customers’ needs and offer appropriate solutions

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