Service Desk Technician MindBody Software
THIS JOB HAS EXPIRED The Service Desk Technician provides technical support and assistance to internal customers of all levels for a wide variety of issues. This position requires good communication, analytical, and problem-solving skills to provide first tier support as well as the ability to research, resolve and escalate issues when necessary. The Service Desk Technician is responsible for delivering the highest level of customer service and support at all times.
This position is offered in the San Luis Obispo, CA office as a full-time exempt employee.
Essential Duties and Responsibilities
Performs Tier I Service Desk support, handling internal client calls and emails as the primary coordinator with the end user from initial contact through eventual resolution. Interacts with end users including recording, categorizing based on established criteria, classifying for supportability, prioritizing based on impact and urgency, resolving if possible, and closing requests.
Provides excellent customer service to internal clients and communicates effectively with management, team leaders, and other team members within the department.
Dispatches requests to Incident Resolvers, Operators, and Administrators for resolution as appropriate. Escalates Incident Resolution Requests to senior level staff for resolution when necessary.
Assists in monitoring appropriate Service Level Agreements in order to notify management when they are in danger of being breached, and recommending appropriate action to take to prevent violations.
Assists with the coordination, planning, testing, and deployment of upgrades and new releases. Participates in the coordination, tracking, and reporting of software issues and data inconsistencies. Ensures technology and regulatory standards are implemented by maintaining records on repairs, downtime, changes, and updates.
Assists staff with operational tasks as needed, such as performing data backups and data restores, user account management, and email services management.
Participates in departmental policy reviews, service monitoring and notification discussions, service portfolio reviews, and ongoing process improvement assignments as needed.
Advanced knowledge of Windows 7 operating system; Windows 8 operating system knowledge a major plus
Intermediate to advanced knowledge of Mac OS X operating system
General iPhone, Android, and Windows phone troubleshooting skills
An affinity for providing exceptional customer service
Excellent communication (both oral and written), documentation, and interpersonal skills
Must be able to lift over 40 lbs.
Read a 14? monitor screen at resolutions of 1024 x 768
Education and/or Experience
2+ years experience providing Service Desk or Customer Service support in a business critical environment required
High school diploma and/or GED equivalent required
AA or BS in Computer Science or related field preferred
Customer Service, ITIL, or Desktop Administration certifications preferred
||4251 South Higuera Street |
San Luis Obispo, CA 93401
THIS JOB HAS EXPIRED