Service Desk Technician Level 1

+ Service Desk Technician Level 1 (SDT L1) Overview

Service desk technicians are first responders to reported and ticketed client issues. The Service Desk Technician (SDT) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDTs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDTs must work within the reactive services framework of the Service Desk using established team processes.

SDT roles will vary based on SDT skill set and therefore ticket types assigned. The following outlines the responsibility of a SDT L1 role:

• L1: Triage and user MACs

+ Essential Job Functions

• Provide support to end users of managed services clients
• Take direction from the Service Desk Manager (SDM) and manage ticket assignments relative to ticket priority and age
• Follow specific Service Desk Team documented processes and workflows
• Work assigned tickets from triage through completion
• Use our suite of service desk and tools to diagnose and resolve client support issues
• Refer to client technical documentation for information that will help you understand and resolve client technology issues
• Escalate assigned aging tickets to the SDT L2 or L3 when assigned tickets cannot be resolved within 1-hour to maintain acceptable average resolution time KPI
• Seek assistance from the SDT L2, L3 or SDM when stuck
• Document service work and time in ConnectWise
• Understand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption
• Work collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and business
• Work with the SDM to identify chronic service issues across the client base
• Provide after hours on call support based on the on-call schedule/rotation
• Maintain technical skills required to perform the SDT role
• Attend and participate in weekly one-on-ones with SDM and monthly team meetings

+ Compensation and Benefits

• BCBS/BCN Health Insurance Options
• Simple IRA - 3% Employer Match
• Annual Clothing Stipend - $100
• Monthly Phone Stipend - $15/month
• Paid Life Insurance and Short Term Disability
• Eligible for Bonuses through Recognition and Certification Programs

+ Education and Experience

• Technical skill relevant to technologies supported (ongoing)
• Strong organizational and coordination skills
• Excellent communication abilities for effective client and team interactions
• Ability to manage multiple tasks and prioritize effectively
• Technical skill relevant to technologies supported (ongoing)
• Strong organizational and coordination skills
• Excellent communication abilities for effective client and team interactions
• Ability to manage multiple tasks and prioritize effectively

+ Working Conditions

• Full-time, Monday-Friday
• Occasional OT (1.5x)
• Ability to lift 50+ lbs.
• In-Office; Saginaw, MI
• Very limited travel for trainings as needed.
• Requires participation in an on-call rotation, alternating between weekday and weekend rotations (approximately every 4-8 weeks, depending on staffing).
• Ability to pass a background check and driver's check.

SDT L1s report directly to the Service Desk Manager.