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Service Desk Technician

Company: Global Data Systems
Location: Lafayette
Posted on: November 20, 2022

Job Description:

POSITION SUMMARYAdvocate for GDS customer and maintain overall ownership for customer-impacting service requests, problems and incidents during shift/rotation. Primary point-of-contact for communication between internal and external stakeholders regarding ongoing problems, initiatives and projects.ESSENTIAL DUTIES AND RESPONSIBILITIESThe essential functions include, but are not limited to the following:* Successfully communicate technical concepts to both technical and non-technical audiences.* Participate in basic and intermediate-level technical troubleshooting.* Provide quality customer service to internal and external customers including thorough and appropriate communication with customer* Work independently and with customers, peers, engineers and partner vendors to diagnose problems and attain resolution within designated Service Level Agreements (SLA).* Manage assigned tickets, activities, and projects and ensure all activity and time is properly and thoroughly documented.* Ensure the resolution of customer issues in accordance with SLA obligations while maintaining high levels of customer service feedback.* Ensure that required communication with customers regarding outages, updates, status changes, etc. are performed appropriately.* Participate in meetings for departmental, process, and project planning as required.* Provide reports for internal and external use as directed.* This role requires working, weekends and holidays onsite at GDS office(s).* Ability to prioritize tasks based on workload.* Educate internal and external users in the use of GDS offerings.* Other duties as assigned.MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)* 1+ year IT and / or Service Desk Technical Support Center experience working within an SLA ticketing environment. Associate degree (or equivalent training) in Information Technology; familiarity with troubleshooting and providing support for end users to include but not limited to Desktop Support, Peripheral Support, Application Support, Voice / Collaboration, and Server Support.* Demonstrate and maintain intermediate knowledge and certification (where applicable). CompTIA, A+ and ITIL foundation certifications preferred.* Ability to take ownership, along with excellent customer service and inter personal skills.* Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.* Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.* Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.* To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software; Internet software; Spreadsheet software and Word Processing software, Active Directory Administration, Exchange Administration and Windows folder permissions.* Must demonstrate the ability to multi-task in high stress situations while working in a fast paced environment.PHYSICAL DEMANDS AND WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms. The employee is occasionally required to stand and walk. The employee must regularly lift and /or move up to 25 pounds. The noise level in the work environment is usually moderate. Specific vision abilities required by this job include close vision, distance vision and color vision. While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock.Job Type: Full-time

Keywords: Global Data Systems, Lafayette , Service Desk Technician, Professions , Lafayette, Louisiana

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