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Service Desk Technician I

Company: Creative Channel Services
Location: Plano
Posted on: March 29, 2020

Job Description:

Service Desk Technician I

Who you are:

You have proven experience as a help desk technician or other technical customer support role and are looking to grow your career in an exciting marketing services agency. You have a keen ability to provide excellent customer service on technical issues to customers who may not be technically savvy. You can easily diagnose and resolve basic technical issues. Your attention to detail comes in handy to produce quality work products and generate great ideas for improvement and innovation.

As part of the Creative Channel Information Technology team, the Service Desk Technician provides hands-on and remote, expert support to end users for computer, application, system, device, access and hardware issues. Responds to telephone, email and on-line requests for technical support. Responsible for escalating issues of higher difficulty. Works independently within established procedures associated with the specific job function. You will ensurethat our internal customers have an outstanding experience by greeting them, appropriately triaging complex problems, and solving simple problems for our employees.

Who we are:

Fueled by thousands of talented individuals, the Creative Channel Group is a leading marketing agency that specializes in creating inspired shopper experiences by connecting global brands, retailers and consumers at the critical moments of recommendation and purchase. Since 1995, Creative Channel has achieved phenomenal growth as both an industry innovator and market leader in creating purchase passion: a powerful, potentially life-long emotional connection, created between a shopper and a brand. Provide impactful training and education to retail sales associates on the features and benefits of client's products.

What you will do:


  • Serve as the first point of contact for internal customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up on and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

    What you will need:

    Business Knowledge, Skills, and Desired Attributes:

    • Ability to prioritize and escalate issues appropriately
    • Ability to make sound decisions based on information gathered and analyzed
    • Ability to work effectively in and above a team, puts group decisions and goals ahead of own
    • Ability to pay close attention to detail, sets and maintains high work standards
    • High energy and enthusiasm about the job and the company
    • Adapt well to a changing priorities, environments, and organizational needs
    • Possession of a high level of integrity, understands and maintains confidentiality
    • Generate ideas for improvement and innovation
    • Ability to deal with difficult situations while maintaining performance
    • Outstanding oral and written communication skills
    • Strong computer knowledge and communication skills

      Education / Experience:

      • Proven experience as a help desk technician or other customer support role (1-2 years)
      • Associates Degree in Computer Systems or Information Technology is a plus
      • Tech savvy with working knowledge of office automation products, databases and remote control
      • Experience in both PC and Mac environments, O365, google environment
      • Good understanding of computer systems, mobile devices and other tech products
      • Ability to diagnose and resolve basic technical issues
      • Proficiency in English
      • Excellent oral and written communication skills
      • Customer-oriented and cool-tempered

        Physical Requirements:

        • While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to talk and hear
        • Candidates must be able to lift 50 lbs with the ability to move, install, and/or setup technology as needed

          Work Schedule and Travel Requirements:

          • Must be available for a regular 40-hour schedule between the hours of 8:30AM-7:30PM Sunday-Saturday. Some overtime may be required

            Creative Channel Services is proud to be an equal opportunity employer. Creative Channel Services does not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Creative Channel Services does business.

Keywords: Creative Channel Services, Plano , Service Desk Technician I, Professions , Plano, Texas

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