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Service Desk Technician

Youngstown, OH

Involta is seeking to add a full-time Service Desk Technician to its team in Youngstown, Ohio.  The Service Desk Technician is primarily responsible for fielding support requests that are received at Involta and ensuring courteous, timely and effective resolution of end user issues.  This includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations.  Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop level.  This position requires a keen eye for attention to detail and the ability to be resourceful in the changing landscape of Information Technology.  In addition, the successful candidate will be results driven, and committed to building and maintaining client relationships.

The hours for this position may vary between the hours of 7:00 a.m. - 7:00 p.m. Monday through Friday.

Essential Duties and Responsibilities

  • Respond to requests for technical assistance in person, via phone, and electronically
  • Triaging incident reports and service requests to ensure all pertinent information is obtained to facilitate resolution
  • Resolve technical hardware and software issues by utilizing documented processes
  • Logging detailed descriptions of service requests, incidents, and problems in ticket database
  • Identify situations requiring urgent attention, facilitate Third Party vendor assistance when appropriate and escalate to next Level if unable to resolve
  • User account creation, deletions, modifications and password resets (Active Directory and applications)
  • Follow standard service desk procedures
  • Voicemail and phone extension change requests
  • Software and hardware install and uninstall requests, including configuration
  • Process Alert notifications from monitoring tools that have been documented for resolution
  • Facilitate equipment orders
  • Advise user on appropriate action, document resolutions and perform timely follow-up on incidents and requests
  • Stay current with system information, changes and updates
  • Embrace teamwork and collaboration by supporting collegues and leveraging others’ strengths and experiences in order to achieve team goals
  • A concern for ensuring accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency and track organizational measures
  • Performs miscellaneous job-related duties as assigned
  • Provide Smart / Remote hands when needed
  • After hours escort for data center

The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Education and Experience

  • Associate's degree in Computer Science, Information Systems or related field, or equivalent experience
  • Two years’ experience in customer service role is required, however a technical support role is preferred
  • ITIL V3 Foundation Certification or ability to obtain within the first 6 months of employment

Technical Knowledge

  • Basic desktop/laptop/network/hardware/software troubleshooting skills
  • Working knowledge of all electronic devices
  • Proficient in Microsoft Office, Outlook, Word, Excel, PowerPoint
  • Minimum typing speed of 40 wpm

Interpersonal Skills

  • Great phone etiquette and exceptional oral and written communication
  • Ability to diffuse agitated situations and operate effectively and professionally under pressure
  • Excellent customer service attitude and interpersonal skills
  • Strong organizational skills, concern for accuracy and attention to detail
  • Self-motivated with a strong aptitude and desire to learn

Working Conditions

  • Office environment

Additional Preferred Skills

  • Experience using CRM support software for issue tracking

Information Security

The security of company, customer and client business information is vital to the interests, reputation, and success of Involta Critical Infrastructure. Violating the trust relationship among the organization, its clients, its vendors, and employees can be damaging beyond repair. If you are contacted by any person or organization and asked to supply information, refer the request to your manager or the President.

To protect Involta, LLC legitimate interests, it is necessary that you maintain the security of information, which includes data and any other information not generally available to the public. All customer and client information is to be regarded as subject to information security guidelines that must be applied at all times. If you take action that compromises information security, you are subject to disciplinary action, up to and including termination.

Involta, LLC is an Equal Opportunity Employer