Job Description:

POSITION SUMMARY: 

Kent Corporation has a fantastic opportunity to assist their team as a Desktop Services Technician (temporary)! This position is responsible for providing end user support services that meet Kent Corporation’s IT technical and business objectives, which includes documenting the user’s issue and performing problem diagnosis as IT’s first point of contact as well as deployment and support of end user computers and the locally installed software. The Desktop Services Technician I applies problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues.

* This is a full-time, temporary position 

PRIMARY DUTIES & RESPONSIBILITIES:

•    Provide first line of support to users and document the user’s issue in Service Desk tool

•    Answer approximately 25% of calls coming into Desktop Services monthly

•    Monitor support call queue for new support calls and respond accordingly

•    Provide Level 1 and Level 2 end user problem resolution by identifying, diagnosing, documenting and resolving issues reported by users. (Examples: Password resets, Email issues, Printer setup and support, VPN, etc.) 

•    Handle approximately 30%+ of customer requests. (Examples: New User Requests, Administer add, move, changes to Active Directory, Exchange, Client Software installs, etc.)

•    Set-up end-user computer systems, install standard configuration and specialty software applications

•    Document and maintain inventory usage, asset tracking and disposal

•    Develop work instructions and follow pre-established guidelines to perform functions of the job

•    Actively contribute to on-going process improvement

•    Ability to complete multiple simultaneous tasks and/or projects in a timely manner

•    Work collaboratively with all IT resources

•    Perform other duties and/or special projects as assigned

EDUCATION:

•    Associate’s degree in Computer Science or related field, or below experience

EXPERIENCE & QUALIFICATIONS:

•    Equivalent of 1-2 years Help Desk experience as well as Desktop Support experience a plus

•    Must be familiar with standard concepts, practices, and procedures in a PC related field

•    Must be familiar with PC hardware, software and operating systems

•    Knowledge of ITIL processes a plus

•    Knowledge of network operating systems a plus

OTHER:

•    Requires the ability and willingness to work outside the schedule of 7 a.m.- 7:00 p.m. CT Monday through Friday. 

Education

Preferred

• Associates or better

See job description

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