DISCO is looking for a Senior 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-boards new employees, maintains the knowledge base and more. The ideal candidate is a self-starter who takes initiative to improve internal processes, manages escalations to quick resolutions and is a respected leader among their peers.
Your Impact
As a Senior IT Service Desk Technician at DISCO, you will be part of a team that is the first point of contact for all our internal customers. Acting as the liaison between the Service Desk team and other technical teams, you will help manage escalations and drive resolution through your comprehensive troubleshooting and communication skills.
You will have the opportunity to be the user's voice in IT projects and advocate for an exceptional customer experience. Additionally, you will be instrumental in the employee lifecycle process, both in fulfilling requests and improving the internal processes.
What You'll Be Doing
- 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, conference room equipment, printers, software and cloud applications.
- Assist in the maintenance, troubleshooting and management of cloud applications, including GSuite, Zoom, Okta and more.
- 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 technology assets and ensure the accuracy of our hardware and software inventory.
- 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.
- Deploy new software, hardware and other tools across our fleet as required.
- Technology and facility support for on-site and off-site events as needed.
- Partner with local and US Facilities teams to assist with workspace needs.
- Assist with reporting on local region IT activity
Technical Skills & Experience Necessary for Success
- A Bachelor's Degree in Information Technology or a related field.
- 3-5 years of experience providing technical support in a corporate environment of 600 + users.
- 3-5 years of deep experience troubleshooting with macOS and Windows 10.
- ITIL v4 certification
- Experience with asset management including procurement, configuration and tracking of inventory.
- Experience with ServiceNow & JIRA Service Management
- Experience with the administration of SaaS applications such as Google Workplace, Zoom, Slack and Okta.
- Experience troubleshooting LAN and Wi-Fi networks.
Who You Are…
- Exceptional communication skills across various degrees of technical skills
- Focused on providing a first class experience
- Detail-oriented, hyper-organized and a documentation wizard
- Passionate about learning new technologies and skills
- Self-motivated with the ability to effectively prioritize and execute tasks in a fast-paced environment.
- Ability to work a flexible schedule and availability for an on-call rotation.
Even Better If You Have…
- Experience with automation using low code/no code platforms
- Basic understanding of project management and methodologies
- Training or certification in Lean Six Sigma methodology
- Other technology certifications in systems like Okta, Cisco (or CompTia equivalent), ServiceNow/JIRA
Perks of DISCO
- Open, inclusive, and fun environment
- Benefits, including medical
- Competitive salary
- Flexible PTO
- Opportunity to be a part of a company that is revolutionizing the legal industry
- Growth opportunities throughout the company
- Open, inclusive, and fun environment
- Benefits, including medical and dental insurance
- Competitive salary plus discretionary bonus
- Opportunity to be a part of a startup that is revolutionizing the legal industry
- Growth opportunities throughout the company
