IT Service Desk Technician

Job Description

The IT Service Desk Technician will be responsible for supporting the functions of the SOLV IT Service Desk while providing excellent customer service to all service desk users. Effectively supports the day-to-day needs of our organization, employees, and company leaders.

This role is based full-time in our office in Edison, NJ. Specific location details and expectations will be discussed during the interview process.

Position Responsibilities and Duties

• Provide excellent customer service and technical support through voice, Teams chat, email and ticketing system.
• Support end users by troubleshooting, recreating user errors and tracking incidents in FreshService
• Review, analyze, prioritize and resolve FreshService tickets while meeting all established SLAs. Route incoming tickets as needed to other IT teams for timely resolution.
• Escalate issues to higher tier support as needed in a timely manner with appropriate documentation
• Perform employee onboarding/offboarding including device prep, account creation, end user training, etc
• Perform technical support onsite and remotely as needed
• Collaborate with other internal and external IT teams for fixes and enhancements to SOLV Energy systems and applications
• Answer employee questions or facilitate resolutions regarding SOLV Energy technology systems. Work with other technology team members, subject matter experts in the company, and/or 3rd party vendors to get employee questions/issues resolved.
• Assist with the development of Service Desk processes, procedures, FAQs, etc., that will improve the service and support provided by the Service Desk team
• Perform duties as assigned

Minimum Skills or Experience Requirements

• 2+ years of professional experience in an IT support role and/or a combination of experience and equivalent education
• Experience managing tickets within a service desk solution
• Ability to provide excellent customer service in both oral and written format
• Ability to work in a team-oriented, collaborative environment
• Ability to maintain accurate documentation
• Ability to establish and maintain cooperative relationships with persons with diverse technical knowledge and skills
• Ability to absorb and retain information quickly
• Ability to follow procedures consistently and accurately
• Good organizational skills, with the ability to prioritize and coordinate work efforts
• Proficient in the use of Microsoft O365 tools and experienced in supporting these applications
• Energetic, enthusiastic, charismatic
• Entrepreneurial spirit

Benefits

Employees (and their families) are eligible for medical, dental, vision, basic life and disability insurance. Employees can enroll in our company's 401(k) plan and are provided vacation, sick and holiday pay.

Compensation Range

$25.41 - $28.00

Pay Rate Type

Hourly