IT Service Desk Tech
Join an established, dynamic Fabrication company with tremendous advancement potential for the right candidate. This amazing position will perform a variety of computer systems administration, operations and support tasks at our fabrication facility and call center. Activities include analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting PC hardware, operating systems, software applications, peripherals, and communication devices for the local site. Requires good organizational and communications skills with the ability to work with users diplomatically and skillfully.
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 weekly status reports 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).
- Microsoft applications and environments
- Windows Server
- Windows Active Directory
- TCP/IP and non TCP/IP protocols
- VoIP phone systems
- Telecommunication experience
- Firewall and authentication systems
- VM Ware
- Installation and maintenance of network cabling
- Network/distribute computing and client/server concepts
- Hardware and software installations
- Troubleshooting and problem solving
- Strong People Skills
- Follow standard Incident, Problem and Change Management processes as defined by ITIL
- Fast Learner/pick up new technology quickly and easily with minimal guidance
- College preferred but not required
- A minimum of 2 years of technical support experience.
- Any technical training/certificates a plus