Service Desk Technician - 1913 - KeyLogic Systems

This role offers a dynamic and engaging environment where you will be at the forefront of solving technical issues and enhancing user experiences. As a Service Desk Technician, you will have the opportunity to work with a variety of technologies and collaborate with a diverse team of experts. The position is ideal for individuals who thrive on problem-solving, continuous learning, and delivering exceptional customer service.

Responsibilities:

Responding to inbound inquiries:

• Answer phone calls and live chat messages from users experiencing technical issues.
• Effectively gather information and diagnose problems related to hardware, software, network connectivity, and applications.
• Provide clear and concise instructions to guide users through troubleshooting steps.

Managing offline tickets:

• Process and prioritize tickets submitted through email or online portal.
• Analyze and prioritize high-severity, escalated tickets within the offline queue.
• Investigate issues independently and research solutions based on knowledge base resources and internal procedures.
• Collaborate with internal teams like IT specialists and network engineers to escalate complex issues and ensure timely resolution.

Knowledge Base & KCS:

• Effectively use the knowledge base as the primary resource for resolving user inquiries.
• Contribute to the improvement and expansion of the knowledge base by:
  • Documenting solutions to resolved tickets in a clear, concise, and accurate manner.
  • Identifying opportunities to create new knowledge base articles based on recurring issues.
  • Reviewing and updating existing articles to ensure accuracy and relevance.
• Adhere to KCS principles to promote knowledge sharing and continuous improvement.

Documenting and reporting:

• Maintain accurate records of all interactions and resolutions in designated tracking systems.
• Analyze trends and identify opportunities for improvement in service delivery.
• Generate reports and provide feedback to management on key performance indicators.

Maintaining a positive and professional demeanor:

• Deliver exceptional customer service with a friendly and helpful attitude.
• Remain calm and composed under pressure, while prioritizing efficiency and accuracy.
• Actively learn and adapt to new technologies and procedures.

Qualifications:

• High School Diploma and a minimum of 3 years of experience in a technical support role (e.g. service desk, help desk, desktop support) is required.
• Must be a US Citizenship
• Ability to obtain and maintain a U.S. Department of Energy Q security clearance

Required Skills (List Most important to least)

• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
•  50 WPM typing speed

Desired Skills (List Most important to least)

• Experience working with KCS methodologies.
• Certifications in relevant IT fields (e.g., A+, CompTIA Network+, Microsoft Certified Solutions Associate).
• 70 WPM typing speed.