IT Service Desk Tech, Tier 1
ABOUT THE ROLE:
It is common, for Service Desk employees, to handle only one type of ticket. Not the case here at Hunter Douglas! If you are excited about the opportunity to support a very large number of users with complex systems, top of the line hardware, and groundbreaking software this role was made for you. Our Service Desk provides support for the entire Hunter Douglas North America enterprise handling upwards of 230 service desk specific tickets per day. We are looking for that person who can talk technical when required but also has the ability to communicate clearly with users who are less technical. You must be flexible, professional, proactive, dedicated, technically savvy, and driven. You help users; we will help you get to the next step in your career.
This role performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, trouble-shooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Will interact with engineers (e.g., Network, System, SAP, etc.) and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.
- Service Request and Incident Management: Accountable to gather appropriate information to properly troubleshoot (Categorize, prioritize, trend) throughout the lifecycle of the ticket ensuring service levels agreements are met (response, resolution, customer satisfaction).
- User System Profile/Account Support: Responsible to manage, support and Coordinate End-User account administration, activation, changes and terminations (e.g., Password/account setup and Password Reset, remote access connectivity, email accounts, End-User IDs).
- Remote Device and Software Management: Responsible to manage, maintain and troubleshoot devices and software remotely over the Network to minimize the need to dispatch technical personnel for Incident Resolution.
- Operational Processes: Responsible to perform continuous system monitoring and operational processes to ensure the integrity and availability of all business critical services by reviewing system and application logs, performing system health/functional checks, and accountable to complete backup processes (Daily, weekly, monthly and permanent archive tape backups and prepare accompanying documentation for offsite storage).
- Change Management: Responsible to monitor and communicate the progress of high-risk planned changes and identify non-planned (e.g. - not submitted changes).
- Communication: Responsible to quickly communicate/escalate all Severity 1 and 2 incidents to support team and management and provide a clear picture of all ticket and task status (e.g., Work in progress, on hold, completed, etc.) during shift turnover, daily team huddles and ticket journal entries. Provide monthly status report depicting operational and support efforts. Responsible to follow Operations Communication processes (e.g., service interruptions, system issues, etc.) and facilitate collaboration efforts for support teams via hosted meetings, training sessions and shared documentation.
- Continual Service Improvement: Provides a stable Service Desk environment and effectively and efficiently performs procedures to ensure IT Services meet Service-Level Requirements (SLR). Responsible to meet Incident and Request service level agreements (e.g. First Contact Resolution, Response time, resolution time, process adherence, etc.) and continuous self-improvement (e.g. – Learning new skill-sets, new processes, etc.).
- Knowledge and Documentation Management: Responsible to improve the customer’s efficiency and effectively by utilizing knowledge databases and best practices in the areas of customer reporting, logging, tracking, resolving of IT Incidents and Service Requests. Responsible to develop and maintain Operations knowledge base documentation (process, procedures and quick entry’s). Responsible to ensure Information Technology and Customer records are accurate (e.g., Asset Inventory, Customer profile information, etc.).
- Daily Service Request and Incident Ticket Audits (Detailed operational process)
- Monthly status report
- Bi-annual Disaster Recovery Testing
- Equipment Commissioning/De-commissioning (Servers, Routers, Switches)
- Datacenter Storage and Inventory Cleanup
- 8-hour rotational schedule Monday-Friday from 5:00 am – 9:00 pm Mountain Time
- Available to be on-call during the weekend every 6 weeks
- 1 weekend night required per year from 5:00 pm – 2:00 am Mountain Time
TRAINING AND EXPERIENCE:
- High School diploma supplemented by other technical training/certificates
- A minimum of 2 years of technical support experience
QUALIFICATIONS AND KNOWLEDGE, SKILLS AND ABILITIES:
- Basic knowledge in Microsoft applications and environments
- Basic knowledge in Windows Server
- Basic Knowledge in Windows Active Directory
- Basic knowledge in TCP/IP and non TCP/IP protocols
- Basic knowledge with MLPP and MPLS protocols for WAN
- Basic knowledge in PRI and telecommunications
- Basic knowledge with Firewalls, authentication systems and applying cryptography
- Basic knowledge with installation and maintenance of network cabling
- Basic knowledge Cisco routers
- Ability to network/distribute computing concepts and client/server programming
- Ability to perform hardware and software installations
- Ability to troubleshoot and problem solve
- Ability to follow standard Incident, Problem and Change Management processes as defined by ITIL
- Ability to pick up new technology quickly and easily with minimal guidance