Description

Primary Responsibilities:

  • Resolve IT service desk tickets/isues in a timely manner including documenting and creating knowledge articles.
  • Provide support at the desktop, troubleshooting, installing hardware and mobile devices both in person and to our remote users
  • Assist with IT desktop deployments and image improvements
  • Support our Manufacturing IT related hardware, including printers and scanners
  • Work closely with Windows 10+ operating system devices in diagnosing issues
  • Collaborate with the IT Networkng team on projects and tasks related to deployment, maintenance, and configuration of network devices.
  • Provide resolution of issues typically received in our IT ticketing system, including triaging issues, and if needed, escalating to other technical resources to solve
  • Publish knowledge base articles for users to provide self-service support, as well as for training and reference by other IT members
  • Ability to work with IT vendors, as needed, to solve problems

                          
Job Experience:

  • Minimum of Associates Degree in IT/IS related discipline
  • 3+ years of work experience in service desk support and desktop support
  • 3+ years of IT Desktop and Device problem solving experience
  • 2+ years of customer service experience
  • 1+ years of Network/Telecommunication systems experience


Knowledge/Skills:

  • Experience handling IT service desk issues, specifically around MS Windows desktops
  • Experience with Microsoft Active Directory and basic understanding of account management
  • Experience with printers and barcode scan devices
  • Demonstrated troubleshooting experience
  • Mobile device support experience (application installation, email configuration, etc)
  • Computer hardware repair and restoration experience
  • Abilitity to diagnose and work with Windows 10+ operating system devices
  • Basic knowledge of Cisco systems and networking device configuration and troubleshooting
  • Experience with ITIL and the use of in house ticketing systems
  • Experience using ServiceNow technology to track and drive project management performance tracking
  • Customer service oriented experience
  • Solid Communication Skills

Key Skills
Education

Any Graduate

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