Reports To: Service Desk Manager

Secondary Report To: USG Manager

JOB CONTEXT/ SCOPE:

The Service Desk Technicians primary responsibility is to support the user base through AADM, on the phone and via email/ or other remote access options. Secondary responsibilities include: primary support for site(s) as assigned and basic troubleshooting and ticket completion for those assigned site(s). Alternate site support will also be assigned as required for coverage. This support will include but is not limited to the following: User Account Administration, this includes all systems that the Technician has been given access to, both internal and external. The Technician will also be responsible for end user support on all software and hardware (laptops, desktops) that users may have regardless of origin.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer the phone - With the proper greeting in a timely manner. Also includes checking voicemail and returning calls.
• AADM – Create, Assign and Close tickets in a timely manner, train users on operation and monitor Queue consistently.
• Account Administration - Add/Delete/Change user accounts for all systems in use by users.
• Documentation - Help to maintain documents for IT; including Matrices, equipment lists and others.
• Software Support - Help to troubleshoot issues, install, remove, delete and configure software.
• Hardware Support - Help to troubleshoot issues, effect warranty repairs, reimage or repair as needed.
• Other Projects - As assigned by Manager.
• Physical Presence – Local physical support for SSG as allowed by assigned location.

EDUCATION and/or EXPERIENCE:

To execute this job successfully, an individual must be able to perform each essential duty. May require a bachelor's degree in area of specialty and/ or 3+ years of experience in the field or in a related area. Familiar and current with a variety of the industry’s concepts, practices, and procedures. Performs a variety of tasks and a wide degree of creativity and latitude is expected.

PHYSICAL DEMANDS and WORK ENVIRONMENT:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the following physical activities should be expected on either a frequent or periodic basis: Eyesight is essential to the job role; as-is the use of hands and arms. Sitting, standing, and walking are frequent requirements. Some lifting and/or moving of various weight items is also a requirement. The work environment is usually indoors and noise level in the work environment is usually low.

上班地址：远东路777-2