The Services Desk Technician is responsible for assisting clients across our enterprise with any issues involving their computer hardware, communications software, or computer applications. Their duties include responding to customers, determining the cause of computing issues, and fixing technical problems.

MAJOR JOB FUNCTIONS:

• Promote and practice the Sage Family of Companies philosophy and mission: To provide the absolute most compassionate, comprehensive and qualified care to people with life-limiting illness in order to serve them through their individual journey with dignity, respect and integrity
• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, manage, optimize, and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
• Analyze Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Manage Desktop Devices (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls.
• Maintain confidentiality of company data at all times.
• Perform other duties as assigned.

REQUIREMENTS:

• High school diploma or technical school diploma (or equivalent combination of education and experience) required.
• A minimum of 2 years’ help desk experience required.

SKILLS/ABILITIES/ KNOWLEDGE:

• Knowledge and experience regarding windows operating systems (Windows 7 and Windows 10 at minimum).
• Experience with Service management tool (i.e., Service now, Connectwise, etc.)
• Experience with EUC tools, remote support tools, MS Office and Outlook.
• Knowledge of VPN and mobile device support.
• Knowledge of ITIL process of Incident, Change, Problem, Service Request and related activities (such as spare and buffer stock management).

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