Moser Consulting is a well-established company known for its collaborative environment and commitment to employee growth. They are seeking a Service Desk Technician responsible for providing first-level technical support and ensuring uninterrupted IT operations within a 24/7 Service Center environment.
Responsibilities
- Managing inquiries, diagnosing software and hardware issues, and guiding users through step-by-step solutions across all shifts, including nights, weekends, and holidays
- Prioritize user satisfaction, maintain detailed and accurate records of all interactions, and contribute to ongoing service improvement initiatives
- Collaborates with IT teams for complex issue resolution and process improvement
- Acts as a liaison between the IT department and other business units, ensuring aligned objectives
- Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs
- Contributes to IT knowledge base by documenting frequent user queries and resolutions
- Provide first-level contact and convey resolutions to user issues
- Properly escalate unresolved queries to the next level of support
- Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
- Provides advice and guidance to colleagues regarding incidents
- Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
- Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network
- Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
- Ensure that work is carried out within agreed service levels and in accordance with department guidelines
- Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients
- Create, maintain, and distribute reports of progress to senior leadership
- Maintain ticketing system with up-to-date solutions and clear record of activities
Skills
- Bachelor's degree in computer science, information technology, or a related field; or equivalent experience
- Collaborates with IT teams for complex issue resolution and process improvement
- Acts as a liaison between the IT department and other business units, ensuring aligned objectives
- Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs
- Contributes to IT knowledge base by documenting frequent user queries and resolutions
- Provide first-level contact and convey resolutions to user issues
- Properly escalate unresolved queries to the next level of support
- Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
- Provides advice and guidance to colleagues regarding incidents
- Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
- Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network
- Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
- Ensure that work is carried out within agreed service levels and in accordance with department guidelines
- Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients
- Create, maintain, and distribute reports of progress to senior leadership
- Maintain ticketing system with up-to-date solutions and clear record of activities
Benefits
- Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
- Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
- PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
- Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
- Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
- Wellness Program: We promote a healthy lifestyle with our wellness program.
- Catered Lunches: Enjoy delicious catered lunches regularly.
Company Overview
People ask us what Moser Consulting does. But they like to frame our answer by saying what they think you deserve instead. It was founded in 1996, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 51-200 employees. Its website is http://moserit.com/.