Central Hudson Service Desk Technician Salary: $51,400.00/yr. to $97,700.00/yr.

What is a Service Desk Technician? Our focus on the transformational value of technology and customer service inspires us to holistically manage technology solutions to change lives for the better. The Service Desk Technician responds to technology related incidents and requests through the ITSM (Information Technology Service Management) ticketing platform. The ServiceDesk team supports two key functions, initial capture and triage of user issues. They work through a variety of communication channels, such as the ServiceDesk Portal, Phone, and chat, as well as support end-user technology solutions whether laptops, desktops, printers, peripherals, or other devices. The ServiceDesk team is responsible for maintaining customer support, communicating effectively to provide appropriate troubleshooting information for escalation and supporting the larger technology group by serving as the single point of contact. Alignment with the full I&O (Infrastructure & Operations) organization will ensure collaborative department needs are met to ensure we are providing an optimal level of support, looking for opportunities to educate, optimize and automate our service delivery to reduce business impacts.

What does a Service Desk Technician do? Serves as the single point of contact for the technology organization to the end business users. Provides initial troubleshooting and triage to properly capture priority and provide appropriate troubleshooting information prior to escalation. Deploys, supports, and troubleshoots for PC, mobile and office technologies, including but not limited to iOS, Android, desktop, laptop, peripherals, VDI (Virtual Desktop Infrastructure), and printers. Maintains communication with the business on major incidents, rapidly triaging and communicating handoff to escalation teams to meet SLAs (Service Level Agreements). Contributes regularly to the ServiceDesk knowledge base using designated tools. Keeps skills updated on supported technologies and corporate business applications. Demonstrates the ability to follow departmental processes and policies, as well as maintain an acceptable level of performance as required by the departmental scorecard. Participates in special projects to improve Processes and Technologies. Takes responsibility for personal learning, development, and time management, setting achievable and meaningful work jobs and managing personal targets. Demonstrates a commitment to Central Hudson organizational values, including performing to a high ethical standard and focused on integrity, collaboration, and teamwork in all efforts. Duties will include participation in a 24/7 callout rotation to support L1 business callouts/escalation for major incidents and staggered shifts during workdays to accommodate business hours, subject to change based on business needs. Provides support for storm/emergency restoration efforts.

FOR THE FULL JOB DESCRIPTION AND TO APPLY, GO TO: https://cenhud.wd5.myworkdayjobs.com/en-US/cenhud/details/Service-Desk-Technician_R1216