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IT Service Desk Ticket Controller

Company: Power Engineers
Location: Boise
Posted on: July 15, 2019

Job Description:

IT Service Desk Ticket Controller

POWER Engineers, Inc. is seeking an IT Service Desk Ticket Controller to work in our Boise, ID office. Applicant must be motivated, self-driven, have an eye for detail, and customer service focused. This position will be responsible for providing initial employee contact for technical issues and requests received via the telephone, our ticketing system, and/or email. They must be able to assess the nature of problems and route it to the appropriate department. For more complex issues, they will transfer customers to a first-level Service Desk Technician.Roles and Responsibilities

  • Gather the customer's information and document all symptoms they are experiencing

  • Perform basic troubleshooting through proper analysis and isolation

  • Collect and document all issues and symptoms, and route them to the appropriate Department/Technician

  • Provide both informal/formal training to end-users on basic troubleshooting steps

  • Configure new workstation hardware for deployment to end-users

    Required Education/Experience

    • Extremely strong customer service skills

    • Possess strong communication skills: written, oral and listening

    • Knowledge of common PC applications such as Outlook, Microsoft Office, Microsoft Skype for Business, and Internet Browsers

    • Be detail oriented with strong organizational skills

    • Ability to work in a team environment

    • Ability to thrive under stressful conditions with high expectations

      Desired Education/Experience

      • Three (3) + years' experience in a Service Desk/Technical Customer Support environment

      • High School Diploma

      • Working Knowledge of Microsoft technologies

      • A+ or Network+ certification (or working towards certification)

      • Knowledge of Microsoft SCCM, LAN/WAN Technologies, Active Directory

        At POWER Engineers, Inc, you can have a rewarding career on every level. In addition to challenging and meaningful work, you'll have the chance to make a positive impact on the environment, participate in a range of diverse and unique initiatives, and find the support, coaching, and training it takes to advance your career. We encourage new ideas and fresh approaches and most importantly, we strive to be our clients' first choice. These traits – and deep technical skill – account for our success.

        Have fun, do good work, make money. As an employee-owned company, we strive to make POWER Engineers an appealing place to work, where we perform projects that we find challenging and in which we excel. POWER Engineers is a unique and fun engineering firm, which may be contradictory to some, but it works well for us. POWER is proud to be an equal opportunity workplace and is an affirmative action employer.


Keywords: Power Engineers, Boise , IT Service Desk Ticket Controller, Accounting, Auditing , Boise, Idaho

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