IT Service Desk Technician

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Overview:
Our client will be hiring a Tier 1 IT Service Desk Technician to join their team. The main purpose of the role is to provide support for endpoint devices, central IT components, back office and enterprise applications for end users of all business units (Sales/support and Marketing, Finance, Manufacturing, R&D and others) and support tasks which require an onsite presence. The Service Desk support team members work within multi-channel, multi-tiered service desks and provide Tier 1 (Applications) and Tier 1 (Endpoint Device) support for incoming inquiries, incidents and service requests. This role will be responsible for triaging incoming requests, ticket creation, providing competent and customer-oriented resolutions or escalation to higher tiers as needed. This person will also be responsible for other IT related activities such as project work stream tasks, deployments, software installation, desk side support, phone support, and other common service desk and endpoint infrastructure activities.

***We are unable to work with 3rd-party or corp-to-corp candidates for this position***
 
Responsibilities:

  • Provide endpoint support for Windows 10 and iOS based endpoint devices.
  • Specialize on desktop builds and expect to resolve 7-8 tickets per day average.
  • Endpoint device troubleshooting often in non-standard and highly complex development environments
  • Image and deploy endpoint systems for new hires and existing users
  • Active Directory user and computer management
  • Conference room maintenance and support 
  • Provide end user phone support for user issues and applications
  • Manage work load in IT Incident and Service Request queues and adhere to service levels
  • Provide IT-internal, end-user documentation, and training (knowledge management)
  • Assist in production operations tasks, incidents, and service requests as needed
  • Coordinate with IT Supervisor and IT Operations personnel regarding escalations
  • New hire, onboarding, and off-boarding support as needed

 
Qualifications:

  • 3+ years in an IT support role with strong Windows 10 troubleshooting experience.
  • Experience supporting end users, endpoint devices (including desktops, laptops, tablets and smart phones), back office applications  in a multi-site enterprise environment (>3500 Devices)

 
Preferred:

  • Experience with knowledge base (KB), Wiki platforms, and task management systems (Jira)
  • Experience using remote control software to diagnose user and computer issues
  • Experience with networked computer imaging systems
  • Experience with troubleshooting and supporting Wi-Fi and VPN clients
  • Experience working in a multi-tiered IT support environment using service desk tools (ticketing system)
  • Knowledge of networking and application concepts
  • A+ Certification, CCNA, or similar certification preferred
  • Experience with scripting tools (VBscript, PowerShell)
  • Experience supporting VPN and remote access capability
  • Experience with Mobile Device Management platforms (Airwatch/Workspace ONE is a big plus)
  • Experience supporting large enterprise applications (e.g. SAP ERP, Camstar/Siemens MES, Salesforce)
  • Experience with Office 365 is a plus
  • Experience with Voice over IP telephone systems (Alcatel preferred)
  • Experience with Endpoint Protection and Endpoint Encryption (Bitlocker preferred)
  • Experience with Polycom, Extron, and Clickshare technologies
  • Experience with web collaboration tools (Confluence and Jira preferred)
  • ITIL Certification and/or practical experience with ITIL-driven Service Management
  • Industry-experience working in regulated environments (e.g. FDA, HIPAA)

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