Ren Job Description

Position Description:

The Ren Service Desk Technician serves as the primary point of contact on the Ren service desk. A Service Desk Technician possesses technical knowledge such as networking, Microsoft 365, skilled at troubleshooting, etc. Our Service Desk Technician will also provide enterprise level front-line service desk support for Ren employees while maintaining their computer hardware, virtual desktop, applications, and deploys and configures company applications and patches. They will have an integral role in providing support for inquiries on our frontline support tier. This individual will be a core contributor within the ITOps team and will collaborate cross-functionally to ensure issues are triaged and tracked until a resolution is achieved. They will work continuously to deliver the highest levels of customer satisfaction and support.

Duties & Responsibilities:

• Evaluates, processes, resolves, reports, and tracks trouble tickets.
• Monitors trouble ticket queues, entering and managing software problem incidents.
• Serve as first point of contact for both onsite and remote users by phone, email, or automated alerts from our remote monitoring and management tools.
• Identify problem trends to inform management and contribute to building-related knowledge management articles.
• Responsible for the setup and configuring of new computers, connecting users to Wi-Fi, and occasionally helping install networking equipment.
• Provide initial triage work on user issues to clearly define the problem, identify its seriousness, and determine the appropriate response.
• Communicate and collaborate with peers, management, and other stakeholders on the resolution of issues.
• Administer user account provisioning, processing, and troubleshooting.
• Advise peers and service desk management of technical issues with clients and work to resolve with vendors.
• Acquire and maintain the requisite technical skills to perform systems management and network operations activities in support of customer systems.
• Utilize software tools like Smart Deploy, Asset Sonar, LogMeIn Rescue, and Splash Top.
• May be required to provide after-hours support, including monitoring emergency support threads and on-call rotation duties.
• Other duties as assigned.

Education & Experience:

• High school diploma required. Associate or bachelor’s degree in computer science or related field a plus.
• 1+ years of experience in a customer-focused position.
• 1+ years of experience or equivalent experience in technical support and problem solving.
• Strong verbal and written communication skills and a strong focus on delivering white-glove customer service.
• Knowledge of Mac and PC-based applications in addition to working knowledge of internet browser compatibility and SSO issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: possesses the ability to match resources to technical issues appropriately.
• Self-motivated with the ability to work in a fast-moving environment.
• Knowledge of PC imaging, VOIP, barcode scanners and printers, and ticketing systems.
• Proficient in Microsoft O365, Microsoft Office, and ticketing software.
• Certifications in A+/Network+, Microsoft Certified, or equivalent a plus.