IT Service Desk Technician

DISCO is looking for an IT Service Desk Technician who is passionate about providing exceptional customer service and thrives on solving complex technical issues. The Service Desk provides front-line technical support for our employees, on-board new employees, maintains the knowledge base and more. As a Service Desk Technician at DISCO, you will be the first point of contact for all our internal customers. You will have the opportunity to be the user's voice in IT projects and advocate for an exceptional customer experience.

• Deliver exceptional, customer service-focused, front-line technical support via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Prioritize, troubleshoot and resolve issues with laptops, networks, AV, printers, software and cloud applications.
• Escalate incidents with accurate documentation to a suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
• Research solutions through internal and external knowledge base as needed.
• Manage user provisioning and de-provisioning, including accounts, equipment, data handoff, etc.
• Manage and ensure the accuracy of our hardware and software inventory.
• Assist in the maintenance, troubleshooting and management of cloud applications, including GSuite, Zoom, Okta and more.
• Take the initiative in identifying and improving internal IT processes.
• Maintain and develop detailed documentation related to IT processes and the end-user knowledge base.  
• Assist in deploying new software, hardware and other tools across our fleet.

• A Bachelor's Degree in Information Technology or a related field.
• 2 + years of experience providing technical support in a corporate environment.
• Exceptional customer service and communication skills.
• Ability to work in shifts and be available for on-call rotations.
• Deep knowledge of and troubleshooting experience with macOS and Windows 10.
• Experience with the administration of SaaS applications such as Google Workplace, Zoom and Slack.
• Experience troubleshooting LAN and Wifi networks.
• Detail-oriented and a passion for learning new technologies and skills.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work a flexible schedule and availability for an on-call rotation.

• ITILv4 Certification
• Servicenow Certifications
• Experience with scripting languages including Bash, Powershell or Python.