Job Title: Service Desk Technician Job Description: A Service Desk Technician plays a crucial role in providing technical support and assistance to end-users within an organization. The primary responsibility of a Technician is to resolve basic technical issues and provide timely and effective solutions to ensure minimal disruption to the organization's operations. HOURS WILL VARY – SHIFT BASED Duties and Responsibilities: + First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person. + Incident Logging: Accurately log and categorize incidents and service requests in a ticketing system, SERVICE NOW, ensuring all relevant information is captured. + Issue Triage: Assess and prioritize incidents and service requests based on their impact and urgency, escalating critical issues to higher-level support teams when necessary. + Basic Troubleshooting: Provide basic technical support and troubleshooting assistance for common hardware and software issues, including password resets, software installations, and printer problems. + Aim to provide FCR (First contact resolution) and SDR (same day resolution while adhering to SLAs + Documentation: Maintainaccurate records of incidents, solutions provided, and frequently encountered issues, contributing to a knowledge base for future reference. Write KBAs + Keep virtual stock rooms upto date and make sure assets are properly managed and deployed + User Training: Assist end-users in using various IT tools and applications, offering guidance and basic training when required. Share resources with end user + Remote Support: Offer remote assistance to end-users by using remote desktop tools to troubleshoot and resolve issues. + Hardware Support: Diagnose and assist with hardware-related problems, such as connectivity issues, peripheral malfunctions, and hardware replacements. + Software Support: Troubleshoot and resolve software-related issues, including application errors, compatibility problems, and license management. + Security Awareness: Promote and enforce IT security policies and procedures, educating end-users about best practices to minimize security risks. + Communication: Maintain clear and effective communication with end-users, keeping them informed about the status of their incidents and service requests. Must be able to read and write English with profeciency + Team Collaboration: Collaborate with other support teams (L2, L3) and departments to ensure seamless problem resolution and maintaina high level of customer satisfaction. + Continuous Improvement: Suggest improvements to existing processes and procedures to enhance the efficiency and effectiveness of the Service Desk. Qualifications: + High school diploma or equivalent; additional technical certifications or relevant coursework is a plus. + Strong problem-solving skills and the ability to work under pressure. + Excellent communication and customer service skills. + Familiarity with common operating systems (e.g., Windows, macOS) and office productivity software. + Basic knowledge of networking concepts and hardware components. + Ability to adapt to new technologies and learn quickly. + ITIL Foundation certification is a plus but not mandatory. + Service Now knowledge is preferred. **Company:** UNITED PARCEL SERVICE **Category:** **Requisition Number:** 4161 **Location:** Doral,Florida