Service Desk Agent I

Location: Exact office location TBD. Will be either in our Pittsfield, Great Barrington, or North Adams locations. Travel to each of those sites may be required. 

Schedule: Full Time, 40 hours per week. 

Pay Rate: $21.63-$24.04/hour ($45k-$50k annually) 

Benefits:

• Heath, dental, vision insurance
• 401k with company contribution
• Tuition reimbursement
• Paid time off
• Discounts on wide array of services/entertainment

The Service Desk Technician I is responsible for:

• Being a frontline technical support professional who receives and handles tickets. 
• Providing customers with information, restoring service, and escalating tickets to a higher level of support. 
• Good communication skills and the ability to take direction regarding incident resolution. 
• Having knowledge of IT systems, processes, and terminology.
• Evaluating documented resolutions and analyze trends for ways to prevent future problems.
• Alerting management to emerging trends in incidents.
• Assisting in software releases and rollouts and communication to the end users.
• Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Building rapport and elicit problem details from service desk customers.
• Prioritizing and scheduling problems. 
• Escalating problem (when required) to the appropriately experienced technician.
• Recording, tracking and documenting the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Applying diagnostic utilities to aid in troubleshooting.
• Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identifying and learn appropriate software and hardware used and supported by the organization.
• Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Testing fixes to ensure problem has been adequately resolved.
• Performing post-resolution follow ups to help requests.
• Developing help sheets and FAQ lists for end users.
• Reinforcing SLAs to manage end-user expectations.
• Participating in mandatory on-call rotation.

Qualifications:

• Associates Degree or 1 to 2 years equivalent work experience.
• Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0.
• Must have valid driver’s license, clean driving record and personal means of transportation to travel for business.  

Experience:

• Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, etc.
• Extensive application support experience with Electronic Medical Record software.
• Working knowledge of a range of diagnostic utilities, including remote control software.
• Experience with smartphone, desktop and server operating systems, including Windows, Apple iOS, Android.
• Familiarity with the fundamental principles of ITIL.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Fluent in English.
• Customer service experience.
• Troubleshooting/problem solving experience.
• Experience working in a team-oriented, collaborative environment.
• Ability to conduct research into a wide range of computing issues as required.