It Service Desk TechnicianEmerald Resource Group • Knoxville, TN, United States

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It Service Desk Technician

Emerald Resource Group • Knoxville, TN, United States

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Role : IT Service Desk Technician / IT Help Desk Support

Location : Knoxville, TN

As a crucial technical asset within our organization, the IT Service Desk Technician plays a key role in providing desktop support, facilitating effective communication, offering expert troubleshooting, and ensuring prompt resolution of end-user PC, laptops, and desktop requests within a collaborative support desk environment.

Basic Functions :

Provide IT support for technical issues related to Microsoft's core business applications, as well as virtual environments built on Microsoft, VMware, Hyper-V, etc.
Manage service and project tickets following internal procedures.
Design, implement, and support services for Microsoft-related technologies such as Windows Server, Office 365, SQL, SharePoint, etc.
Engineer and implement system solutions tailored to meet customer needs.
Implement and support disaster recovery solutions.
Offer technical services and support at the network level, including WAN and LAN connectivity, routers, firewalls, and security issues escalated from the help desk.
Implement and support remote access solutions, including VPN and Terminal Services.
Provide system documentation and consulting services, including system reviews and recommendations.
Communicate with customers as needed, keeping them informed of incident progress, notifying them of impending changes, and agreed-upon outages.

Additional Duties and Responsibilities :

Enhance customer service, perception, and satisfaction.

Work effectively within a team and communicate efficiently.

Escalate service or project issues that cannot be completed within agreed service levels.

Demonstrate business awareness, with specific knowledge of how IT relates to customer business strategy and goals.

Develop in-depth knowledge of the service catalog and its relevance to customer needs.

Document internal processes and procedures related to duties and responsibilities.

Knowledge, Skills, and / or Abilities Required :

Possess professional IT certifications or a degree in Computer Science or a related field.

Demonstrate strong interpersonal skills, including telephony skills, communication skills, active listening, and customer care.

Exhibit strong diagnostic skills for technical issues.

Ability to multitask and adapt quickly to changes.

Technical awareness, with the ability to match resources to technical issues appropriately.

Service awareness of all key IT services provided by the organization.

Understanding of support tools, techniques, and the use of technology to provide IT services.

Typing skills for quick and accurate entry of service request details.

Self-motivated with the ability to thrive in a fast-moving environment.

Additional Information :

Excellent verbal and written communication skills.

Proficient in diagnosing a wide array of technical issues in an ever-changing environment.

Strong knowledge of Windows operating systems.

Advanced knowledge of Windows Server.

Experience with Microsoft Office 365.

Advanced knowledge of network switches, routers, and firewalls is required.

Virtualization experience with Microsoft Hyper-V and / or VMWare is essential.

Strong troubleshooting skills, initiative, and professionalism are of utmost importance.

Attention Employers!

Seeking exceptional talent? We've got the solution : Share your job descriptions with us.

Precision Matching : We'll pinpoint the perfect candidates.

Time Saver : Fill crucial roles faster than ever.

Showcase Your Brand : Attract top talent aligned with your mission.

Partnership : We're your allies in successful hiring.

Network Access : Tap into our extensive candidate pool.

Confidentiality : Your needs are handled discreetly.

Elevate your team today! Contact us to share your job descriptions and discover your next top performer.

Contact : John at john@emeraldresourcegroup.com .

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Service Desk Technician • Knoxville, TN, United States

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