Apply on Employer Site

Nexigen · 1 day ago

I.T. Service Desk Technician (Day Shift, M-F)

Newport, KY

Full-time

Onsite

New Grad, Entry Level

$19/hr - $22/hr

Nexigen is a company focused on providing technical support to clients, and they are seeking an I.T. Service Desk Technician. The role involves providing technical assistance for a wide range of IT infrastructure requests and ensuring world-class customer service during client interactions.

Information ServicesInformation Technology

Responsibilities

IT Support relating to technical issues involving all aspects of clients’ IT environment including workstations, servers, printers, networks, and vendor specific hardware and software

Support of disaster recovery solutions

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix

System documentation maintenance and review in Nexigen’s established knowledgebase

Proficient in communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc

Adherence to Nexigen standards pertaining to overall utilization, SLA, first call resolution, and other key performance indicators

Strict adherence to defined client business processes

Consistently deliver world class customer service to our wide variety of clients

Quick turnaround of customer requests

Ability to work in a team and communicate effectively

Enter all work as service tickets into Nexigen’s established ticket management system

Recognize and escalate service tickets that require elevated support

Responsible for entering time and expenses as they occur

Proactively monitor and support the stability of our managed service client’s infrastructure, as needed

Complete assigned training in accordance with established Nexigen service desk training policies and procedures

Mentoring and knowledge share with other Service Desk Personnel

Advanced understanding of operating systems, business applications, printing systems, and network systems

Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care

Diagnosis skills of technical issues

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization’s key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Self-motivated with the ability to work in a fast-moving environment

Typing skills to ensure quick and accurate entry of service request details which requires finger and wrist dexterity in a repetitive motion

Must be able to remain in a stationary position 80% of your working day and lift/carry equipment up to 50lbs

The person in this position needs to occasionally move about inside the office and up and down stairs to access hardware storage rooms, office machinery, etc

Constantly positions self to maintain computers in the lab, including under the desks and in the server closet

The person in this position frequently communicates with co-workers, clients and contractors and must be able to exchange accurate information in these situations

Must be able to detect and/or recognize software, hardware and operating systems on or used to operate computers

Qualification

IT SupportNetwork ConnectivityRemote Access SolutionsOperating SystemsTechnical DiagnosisService Desk ToolsCustomer ServiceMulti-taskingCommunication Skills

Required

IT Support relating to technical issues involving all aspects of clients' IT environment including workstations, servers, printers, networks, and vendor specific hardware and software