Service Desk Technician - Night Shift
Service Desk Technician - Night Shift
Posted on :
31-07-2025
Employer Active
1 Vacancy
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Job Description
Position Summary:
A Service Desk Tech is the first line of support for the customers of AccountabilIT. They have the primary responsibility for receipt triage and resolution of customer requests and issues. If they are unable to resolve the request or issue then they will use documented procedure to identify the appropriate escalation protocol for addressing the issue. All activities performed by the Service Desk Tech are captured in the appropriate system of record for activity and time keeping. Support is primarily delivered remotely to the customer. This position is onsite at our Scottsdale facility during our Night Shift of which includes a Shift Differential in addition to the hourly rate.
The position requires excellent writing and oral communication troubleshooting and documentation skills. The Service Desk Tech must have an understanding of computer support best practices. They also must be able to multitask and organize their work effectively in order to meet their daily weekly and monthly goals.
Essential Functions:
Receive inbound customer contacts and use documented procedure personal experience and publicly available information to triage and resolve the customers issue or request
Document all activities and time spent in the appropriate system of record
Escalate issue where needed to management or other technical resources
Identify and update internally maintained procedures where inaccuracies are found
Provide feedback and update existing procedures. Identify opportunities for improvement in service
Use third party and native applications to monitor supported systems and services
Investigate and attempt to resolve any received monitoring alarms
Document all activities and time spent in the appropriate system of record
Escalate issue where needed to management or other technical resources
Evaluate new procedures or processes for execution by the Service Desk
Update or provide feedback to management or directly to a customer on ways to improve the procedure
Required Qualifications (This should include any minimum education work experience knowledge & skills necessary to perform the functions of the position):
High school diploma or GED
0 5 years of IT support experience
Working knowledge of IT support concepts and practices.
Strong written and verbal communication skills
Other Qualifications:
Analyze information provided by customers review system logs and perform investigation to 1. Define the problem or request; 2. Identify potential workarounds; 3. Identify patterns or relationships; 4. Create solutions and resolve issues
Able to independently research support scenarios read technical documents and apply knowledge to resolve customer issues and requests.
General knowledge of IT technologies including Server Operating Systems Databases Networking and Client/Server applications.
Write clear and well understood case notes on work performed.
Perform effectively in environments with frequent workload changes and competing demands.
Work independently and follow through on assignments with minimal direction.
Identify critical situations and perform the appropriate steps in response
Certifications relevant to IT services
Required Experience:
IC
Employment Type
Part-Time
Key Skills
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