Service Desk Technician

JOB SUMMARY

This position is responsible for providing prompt, effective, front line technical support for MAC users and systems. This position will maintain the productivity of computer users and improve user satisfaction by providing technical training and troubleshooting assistance related to computer hardware, software, peripherals, accessories, mobile devices, tech tools and products within our overall technology environment. This position communicates and escalates issues as needed and follows up with customers to ensure issues are resolved in a timely, professional manner. Service Desk Technician 1 also maintains knowledge of applications, systems, interfaces, reporting processes and data flows within the company. 

ESSENTIAL JOB FUNCTIONS:

• Provide superb support by responding, triaging, and dispatching calls, email, and personal requests for technical support.
• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Provide user and member’s technical support on:
• Computer related problems.
• Desktop systems (Virtual & physical)
• Telephone system and equipment.
• Cellular, handheld, and other devices
• Printers and peripheral devices.
• POS equipment including scanners, printers, and terminals.
• Provides fundamental training of end-users on Computers, applications, and systems.
• Monitor helpdesk ticketing system, helpdesk mailbox and voicemail to ensure tickets are opened, assigned, tracked, documented, and resolved in a timely fashion.
• Document issues and follow up with clients as needed. 
• Routinely track and follow up on long-term problems.
• Maintain Service Level standards of customer requests and incidents.
• Document internal processes and procedures related to Service Desk duties and responsibilities. 
• Conducts special projects as assigned by the Head of Technology.
• Participate in all required club-related training classes.
• Comply with all club safety and service policies and procedures and perform safe work practices.
• Identify and report unsafe or hazardous work conditions.
• Report all workplace injuries and illnesses to Manager as required by MAC policies.
• Embrace Club Service Standards.

QUALIFICATIONS:

Completion of an associate degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience may be substituted for training/experience on a year for year basis.

KNOWLEDGE, SKILLS, and ABILITIES

• Strong computer literacy skills with an emphasis on software knowledge, installations, and use of systems like Microsoft applications, some database applications, and basic networking.
• Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites, and email systems
• Ability to multitask - Sense of urgency; maintain a positive attitude.
• Excellent telephone presence with organized follow-up skills.
• Ability to be proactive, take direction and establish ownership of projects.
• Excellent customer service and decision-making skills including the ability to work effectively with parents and juniors.
• Detail oriented with a strong sense of accuracy and organizational skills.
• Excellent verbal and written communication skills.
• Strong customer focus; service-oriented attitude
• Ability to convey technical procedures and directions in layman’s terms

INTERPERSONAL CONTACTS

Contacts are made with others both inside and outside the organization. Internal contacts frequently include the Technology Head, Technology Operations Manager, all technology staff, and users of technology within the club. External contacts may include members and contractors. Interactions tend to focus on troubleshooting, information exchange, receiving direction, or giving and receiving training. Contacts sometimes include sensitive or confidential information. Incumbent occasionally initiates contacts on their own with 50% being by email/ teams, 30% by phone and the remainder via face-to-face interaction.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities

PHYSICAL REQUIREMENTS

• Physical ability to operate telephone, computer hardware/software including keyboard, and 10-key, to type at a minimum of 40 wpm and to sit for extended periods of time.
• Must be able to lift 40 pounds and perform computer set up work at Employee desks
• Maintain regular and predictable attendance.
• Normal office environment

WORK HOURS

·        This position is on-site and is not hybrid nature.