Service Technician Iii

The Service Technician III provides end user software, hardware, and network support and assistance. Diagnoses, and resolves complex hardware, software, and network related issues. Responds to helpdesk calls and tickets in a timely manner and documents. Acts as a technical lead and mentor to junior staff.
Monitors Serivice Desk communication channels. Responds and records service requests and incidents in the ticketing System. Updates tickets with appropriate information thoughtout the ticket lifecycle. Mentors junior staff on ticket handling processes and procedures. Independently installs, supports, and upgrades computers, POS workstations, and associated peripherals and softwares. Develops installation processes and procedures. Develops standard system images and software installation packages.  Independently troubleshoots and resolves complex level two/three hardware, software, and network issues.Engages in research and in-depth troubleshooting to resolve technical issues. Escalates higher complexity and/or critically urgent issues to the senior level support teams for resolution. Assist senior park and corporate IT staff with complex projects or issues. Independently completes task or projects to meet or exceed requirements. Provides user systems access.Ensures appropriate approval is provided and documented.  Leads service desk related projects ensuring that specified requirements and standards are met or exceeded.  Acts as a technical liaison between IT and guests and other associates.Is able to represent senoir staff in their absence. Always acts in a professional and respectful manner.  Assist in training and development of new hires using both training documentation and hands on experience  Associate's degree / vocational or technical school degree in IT, or equiv. 2-4 years of work experience  CompTIA A+ or Network+ experience preferred Ability to work nights, weekends and holiday periods to meet business needs.