Service Desk Technician I
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Job Description
Service Desk Technician I providing remote support for OneOncology's Service Desk. Responsible for incident resolution and customer communication in technology operations.
Responsibilities:
- Operations of the day-to-day components of the OneOncology Service Desk. This includes, but is not limited to, incident ticket resolution, technical customer service, and response to other requests related to technology operations.
- Provide excellent customer service through both incoming phone calls and the ticketing system to our internal user base.
- Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
- Provide consistent feedback and updates to customers and other appropriate teammates from start through resolution of enterprise-wide technology issues.
- Thoroughly document all steps taken during ticket resolution in the ticketing system.
- Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.
Requirements:
- At least 1 year of recent experience in technology, service desk, or helpdesk
- High school diploma or GED is required.
- ITIL certifications a plus
- Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted
- Occasional travel as needed to support IT end-users
- Proven experience with IT Service Management transformation and continuous improvement initiatives.
- Strong oral and written communication skills, including the ability to be influential and persuasive with stakeholders.
- Experience in the following areas is a plus: ServiceNow, SSO, Okta, Office Applications.
Benefits:
- Excellent customer service through both incoming phone calls and the ticketing system to our internal user base.
- Triage and escalate customer issues to next level teams as necessary.
- Create documentation for common issues and/or requests that will aid in self-help for both technicians and end users.
- Participate in 24x7 on-call support.
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