Service Desk Technician

Job Title: Service Desk Technician Location: Headquarters (Clayton, MO)

Job Category: 100% Technical Reports To: Service Desk Team Lead

Department/Group: Service Level/Salary Range: Level 1

Job Duties

·       Perform excellent customer service for every client

·       Improve customer service, perception and satisfaction

·       Accurately relay and retrieve customer information to and from technicians through ticketing system, instant messaging and phone

·       Windows user account management

·       Manage Active requests in ticketing system

·       Schedule Field technicians for onsite visits

·       Fast turnaround of customer requests

·       Participate in on-call rotation

·       Solve customer problems in under 45 minutes

·       Manage documentation

·       Analyze customer issues for trends

·       Vendor Management

·       Accurately document issues in ticketing system and create clear plans for troubleshooting and remediation


Required Skills

·       Understand and execute excellent customer service

·       Strong belief in customer service and business ethics

·       Sense of urgency and ability to change focus quickly

·       Strong desire to learn new technologies and coach-ability

·       Patience, listening, empathy and clear communication

·       Assertiveness

·       Ability to extract technical details

·       Exceptional analytic and problem-solving skills

·       Understanding of the scientific method

·       Assertiveness

·       Ability to be coached and trained by teammates

·       Knowledge of computer hardware

·       Experience with Linux

·       Experience with iOS

·       Experience with PowerShell and command line

·       Experience with HTML / FTP / Websites / Hosting

·       Experience with Active Directory

·       Experience with LAN / WAN concepts

·       Experience with Windows 7/8/10

·       Experience with Microsoft Office Products

·       Experience with Windows Server 2008, 2012, 2016

·       Experience installing and troubleshooting Windows Operating Systems and 3rd party Applications

·       Experience with Backup Systems

·       Experience with Virus Removal

·       Advance Experience in user account management

Positional Goals

·       Customer Service: Provide exceptional customer service at all times; Conducting yourself in a professional and personable manner. 

·       Utilization: Maintain a minimum of 75% billable time per month while continually increasing value to the clients

·       Time Management: Ensure all client issues are taken care of within 45 minutes and are immediately recorded in ticketing system

·       Performance: Must maintain a 75% bill-ability rate while closing 8 tickets per day and no customer complaints


·       1 year in a technical service position providing end-user support

·       Previous technical training, school, on the job, self-study is all accepted

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