Service Desk Technician (Day Shift / Weekends)

Moser Consulting is a well-established company known for its collaborative environment and commitment to employee growth. They are seeking a Service Desk Technician responsible for providing first-level technical support and ensuring uninterrupted IT operations within a 24/7 Service Center environment.

Responsibilities

• Managing inquiries, diagnosing software and hardware issues, and guiding users through step-by-step solutions across all shifts, including nights, weekends, and holidays
• Prioritize user satisfaction, maintain detailed and accurate records of all interactions, and contribute to ongoing service improvement initiatives
• Collaborates with IT teams for complex issue resolution and process improvement
• Acts as a liaison between the IT department and other business units, ensuring aligned objectives
• Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs
• Contributes to IT knowledge base by documenting frequent user queries and resolutions
• Provide first-level contact and convey resolutions to user issues
• Properly escalate unresolved queries to the next level of support
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
• Provides advice and guidance to colleagues regarding incidents
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
• Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines
• Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients
• Create, maintain, and distribute reports of progress to senior leadership
• Maintain ticketing system with up-to-date solutions and clear record of activities

Skills

• Bachelor's degree in computer science, information technology, or a related field; or equivalent experience
• Collaborates with IT teams for complex issue resolution and process improvement
• Acts as a liaison between the IT department and other business units, ensuring aligned objectives
• Assists in vendor interactions under supervision, learning the basics of vendor communication and the importance of aligning vendor solutions with organizational needs
• Contributes to IT knowledge base by documenting frequent user queries and resolutions
• Provide first-level contact and convey resolutions to user issues
• Properly escalate unresolved queries to the next level of support
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
• Provides advice and guidance to colleagues regarding incidents
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
• Identify, troubleshoot, log and resolve technical problems with computer systems, software, hardware, and network
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines
• Responsible for installation, maintenance and troubleshooting of required software and hardware whether onsite or remotely, for our clients
• Create, maintain, and distribute reports of progress to senior leadership
• Maintain ticketing system with up-to-date solutions and clear record of activities

Benefits

• Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
• Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
• PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
• Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
• Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
• Wellness Program: We promote a healthy lifestyle with our wellness program.
• Catered Lunches: Enjoy delicious catered lunches regularly.

Company Overview