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Service Desk Technician

Advantage Tech is searching for a Service Desk Technician to join their client’s team in Columbia, Mo.

Basic Function and Responsibility
Interact with technical and non-technical users in an understandable, friendly, and concise manner while solving complex technical issues.  Triage and troubleshoot IT Service Desk calls, emails, chats, and walkups.  Actively listen and identify trends for proactive process improvement. Manage equipment deployments, inventory, knowledge management, self-portal, service catalog, and grow IT service management processes.

ESSENTIAL FUNCTIONS

  • Promote the IT Service Desk as the primary contact for all IT-related issues.
  • Classify, prioritize, and escalate incidents and requests.
  • Create problems for root cause analysis.
  • Provide hardware and software support for our customers, internal staff, agency partners, and policyholders, including training, problem analysis, and problem-solving.
  • Recommend, plan, and implement desktop hardware and software as needed by the organization.
  • Perform secondary administrative tasks on the iSeries system.
  • Serve as a backup on mail processing and document imaging. 
  • Other duties as assigned.      

Required Qualifications

  • Strong active listening, attention to detail, interpersonal, and problem-solving skills
  • Strong communication and customer service skills both written and verbal
  • Good understanding of computer systems, mobile devices, and other tech products
  • Demonstrated ability to identify and document technical troubleshooting steps
  • Demonstrated ability to analyze and identify trends and devise preventive solutions
  • Ability to adapt and demonstrate patience
  • Ability to think creatively, be thoughtful and take initiative

EDUCATION QUALIFICATIONS

  • Bachelor’s degree strongly preferred

PREFERRED QUALIFICATIONS

  • Previous experience with ServiceNow or other ITSM application
  • Previous experience with Office365, Powershell, Microsoft Active Directory
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