DTS Service Desk Level 1 - Temporary

Job Duties/Responsibilities:

Exceptional Customer Service: Be the friendly and helpful first point of contact for all IT-related inquiries via phone email and chat. Prioritize active listening clear communication and a patient empathetic approach in every interaction.

First-Call Resolution (FCR) Focus: Strive to resolve 90% of reported technical issues efficiently and effectively during the initial interaction ensuring user satisfaction and minimizing disruption.

Troubleshooting & Support: Provide Level One technical support for a wide range of IT issues including but not limited to:

• Log track and update all support requests in our ticketing system (e.g. Freshservice and/or ServiceNow) with detailed notes and resolution steps.

• Password resets and account unlocks.

• Basic software and application support (e.g. Microsoft Office Suite email clients).

• PC and printer troubleshooting including basic hardware diagnostics and resolution of connectivity issues (network Wi-Fi VPN< etc.)

• Image Configure and Support the deployment of new computer systems.

• Follow diagrams and written instructions to repair a fault or set up a system.

• Provide local and remote support with Okta Windows 10 Office 365 Teams Citrix iOS OSX Standard Desktop Image Remote Access VPN Printer Troubleshooting and basic cabling.

• Will be to provide after-hours and weekend support on a rotating on-call schedule.

Knowledge Base Contribution: Contribute to and utilize our internal knowledge base to improve troubleshooting efficiency and empower users with self-service options.

Required Qualifications:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum Experience:

• Customer Service Excellence: Proven experience (1 years preferred) in a customer-facing role where problem-solving and customer satisfaction were primary responsibilities. Experience in a call center or help desk environment is a strong plus.

• Technical Aptitude: Basic understanding of computer hardware software operating systems (Windows and/or macOS) and networking fundamentals.

• Exceptional Communication Skills: Excellent verbal and written communication skills with the ability to articulate technical information clearly and concisely to diverse audiences.

• Active Listening & Empathy: Ability to listen attentively to user concerns ask clarifying questions and demonstrate empathy for their technical challenges.

• Problem-Solving Skills: Strong analytical and problem-solving abilities with a logical approach to troubleshooting.

• Patience & Professionalism: Ability to remain calm and professional under pressure while dealing with frustrated or upset users.

• Team Player: Collaborative mindset with a willingness to share knowledge and support team members.

• Adaptability: Ability to learn new technologies quickly and adapt to changing environments.

• Prefer previous experience as a Service Desk Technician providing support via phone email. Remote tools and desk side.

• Prefer previous experience utilizing Service Desk ticketing systems.

• Experience resolving multiple tier issues trouble tickets related to technical difficulties with hardware software desktops laptops portable devices and minor networking issues.

Education/Licensure:

• High School Diploma or equivalent certification.

• Preferred: Bachelors degree.

• Preferred: Microsoft and/or CompTIA A and/or ITIL Foundation certifications.

Specialized Skills

• Proficient with Microsoft Windows operating systems and Office suites. Experience with OSX and Mac hardware.

• Capable of successfully connecting and installing printers scanners and copiers.

• Ability to maintain composure tact and effectiveness under stressful conditions. Especially when working with Senior Leadership.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job the employee is regularly required to talk or hear. The employee regularly is required to stand walk sit use hand to finger handle or feel objects tools or controls; and reach with hands and arms.

• The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.