Helpdesk/Desktop Professional. Location: Jackson, TN Reports To: IT Manager,
Global Service Delivery Shift: 7-3 PM
Our Client is a global diversified company that designs, manufactures and markets a wide range of products that serve a broad range of niche markets, including: commercial roofing, energy, agriculture, mining, construction, aerospace and defense electronics, medical technology, foodservice, healthcare, sanitary maintenance, transportation, auto refinishing, general industrial, protective coating, wood and specialty.
This is a full time, 'right to hire' opportunity with our Client.
We are please to offer a full, comprehensive benefits package.
DUTIES & RESPONSIBILITIES
The Service Desk Technician will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products.
Working in a team environment, the Service Desk Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes.
Incidents and requests will be tracked in the Service-now ticketing tool.
Service desk hours are 7-3.
A positive Customer Service oriented attitude is required.
Receive, prioritize, and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)
Escalate complex events to appropriate individuals, as necessary
Manage user and device event tracking through global ticketing system
Provide technical and troubleshooting assistance related to MS Windows/Office, MACs, and other desktop applications
Source computer hardware, mobile devices and other technology tools and products and coordinate approval and payment receive
Configure, and deploy computer hardware, software, mobile devices and other technology tools and products Enroll and administer mobile devices
Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers
Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions).
Provide limited technical and troubleshooting assistance related to the company's critical business systems
Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact.
Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent
preferred One to three years of relevant experience Self-starter who takes initiative and requires minimal supervision
Strong analytical and problem-solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment
Customer focused with the ability to communicate to, and develop relationships with, all levels of the organization
Excellent written and oral communication skills Ability to multi task Team mentality and the ability to work effectively with diverse stakeholders
Attention to detail Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities
General understanding of how financial systems support business goals and objectives Occasional travel (up to 10%) A+ Certification and ITIL Foundations Certification a plus
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor