Service Desk Technician I

We have an opportunity to join the Alliance as a Service Desk Technician I in the Technology Services Department. This role is expected to work in our Salinas office at least three days per week. 

WHAT YOU'LL BE RESPONSIBLE FOR

Reporting to the Service Desk Manager, this position:

• Provides first-level end-user support and maintenance of the computer desktop environment by documenting, analyzing and resolving reported technical problems
• Performs desktop maintenance, support, and upgrades
• Provides entry-level support of telecommunications, video conferencing and related equipment and services
• Supports computer hardware and peripheral components

ABOUT THE POSITION

The Service Desk Technician I position is the first level of support within the Service Desk function. This role is the first point of contact for incoming calls to the Service Desk and provides basic support to solve issues or escalate up to a higher-level Technician to troubleshoot. The Service Desk Technician I position also manages and triages incoming tickets into the queue and assigns them to other Technicians. 

THE IDEAL CANDIDATE 

• Experience working in Team Dynamics (TDX) ticketing system
• Has excellent commuication skills and can easily work with people at all levels within the organization
• Can successfully translate technical information to non-technical audiences 
• Experience and skill in maintaining documentation and knowledgebases 
• Provides exceptional customer service to all parties on a consistent basis 

WHAT YOU'LL NEED TO BE SUCCESSFUL

To read the full position description and list of requirements click here

• Knowledge of:
• Methods and tools used to support current Microsoft operating systems
• Methods and tools associated with supporting remote users
• Commonly used applications in Windows, including Adobe Acrobat, Winzip, GoToAssist, MS Teams, Edge, Chrome, FTP and  SFTP
• Windows-based PC systems and Microsoft Word, Outlook, PowerPoint, and Excel, and Adobe Acrobat
• Methods and tools used to troubleshoot hardware issues related to PC desktops and laptops
• Ability to:
  • Demonstrate strong customer service skills, on the phone and in person
  • Organize work to meet deadlines and customer commitments
  • Maintain organized and accurate records
  • Effectively communicate technical information to non-technical audiences, adjusting communication style as needed
  • Exercise tact and diplomacy and maintain a professional demeanor
• Education and Experience:
  • High school diploma or equivalent
  • A minimum of two years  of experience in a computer operations environment which included PC hardware and software support and administration (an Associate’s degree may substitute for one year of the required experience); or an equivalent combination of education and experience may be qualifying

OTHER INFORMATION

• We are in a hybrid work environment and we anticipate that the interview process will take place remotely via Microsoft Teams.
• While some staff may work full telecommuting schedules, attendance at quarterly company-wide events or department meetings will be expected.
• In-office or in-community presence may be required for some positions and is dependent on business need. Details about this can be reviewed during the interview process.

The full compensation range for this position is listed by location below. 

The actual compensation for this role will be determined by our compensation philosophy, analysis of the selected candidate's qualifications (direct or transferrable experience related to the position, education or training), as well as other factors (internal equity, market factors, and geographic location).