Service Desk Technician Overnight

General Description:  Responsible for providing computer support to all USI offices and clients. Serves as the first point of contact for customers seeking technical help. Help may be provided over the phone, email, or chat.

Responsibilities:

·        Perform remote troubleshooting through diagnostic techniques and pertinent questions

·        Determine the best solution based on the issue and details provided by customers

·        Walk the customer through the problem-solving process

·        Direct unresolved issues to the next level of support personnel

·        Provide accurate information on IT products or services

·        Record incident details, problems, and their resolution in Service Now

·        Follow-up and update customer status and information

·        Pass on any feedback or suggestions by customers to the appropriate internal team

·        Identify and suggest possible improvements on procedures

Cyber Security Job Responsibilities:

·        Operate in accordance with USI Policies for the Information Security Program (PISP) and USI Standards for the Information Security Program (SISP)

·        Keep up to date with security updates and improvements. Implement improvements as appropriate.

·        Protect systems against unauthorized access by appropriately defining access.

·        Upgrade systems by implementing and maintaining security and technical controls.

Knowledge, Skills and Abilities:

·        BA/BS degree in technical discipline preferred

·        Prior experience with; Microsoft Office and ServiceNow preferred

·        Previous customer service experience preferred  

·        Strong organizational skills, excellent communication, and people skills

·        Must be able to work independently and in a team environment