4645 – IT Service Desk Technician

– Duration – 6 months initially. This person will be filling a vacant position, so if it’s working out well, converting to a permanent employee is an option down the road.

– Our client requires Service Desk staff to be in the office 4 days a week because they deal with walk-up service requests (the contractor can also come in more often if they like).

– Location – SE Portland

Service Desk functions:

– Triage tickets that arrive via Jira, phone, voicemail and email; provide support for walk-up customers

– Troubleshoot and resolve tickets where possible (Tier 1); escalate where Tier 2/3 support is needed

– Minimize number of reopened tickets

– Follow Service Desk SOPs and processes

Types of tickets:

– Password resets, support for multi-factor authentication

– User account permissions, AD group management, application permissions

– Troubleshooting issues with software, devices, software and hardware

– Issuing consumable-type hardware and replacement laptops/tablets/cellphones

Customer Focused:

– Provide excellent customer service to IT’s customers, model best practice in customer engagement for other IT staff

– Demonstrating understanding of the impact of the problem on the customer’s work

– Using language appropriate to the customer’s level of familiarity with IT

– Communicating using methods appropriate to the customer

– Showing empathy

– Taking accountability (not always responsibility) as the face of IT support

– Establish and maintain effective working relationships with key stakeholders (i.e. teams / staff that raise a lot of tickets or raise tickets on behalf of other staff)

Improvement Focused:

– Identify and support implementation of improvements to IT service management in a way that supports the IT Service Desk, other IT teams and our customers

– Identification of trends/patterns indicating areas for improvement within the IT Service Desk or across IT

– Create and maintain Service Desk documentation

Our client’s IT Service Desk Team supports about 3500 staff, the majority of which are non-technical employees who have few interactions with IT but often need more support when they do.  They use the Jira (part of the Atlassian suite) for service management; they are a Microsoft shop and in the process of migrating to M365; they have a lot of home-grown applications as well as OTS solutions that this team supports.  Their Service Desk is just over 2 years old – so they are still growing in maturity, and they’re looking for someone who can contribute to that.