Service Desk Technician

3 weeks ago

Newark, United States PLM Fleet Full time

PLM is a national leader in supply chain solutions for refrigerated transportation assets, offering structured financial solutions and technologies for optimized fleet management. The cold supply chain is rapidly evolving from farm to table with the use of innovative technology solutions such as leading-edge sensors, Telematics, IoT and Blockchain, providing new opportunities for growth and innovation. PLM has 29 locations across the US with headquarters based in Newark New Jersey’s Gateway Center. We are seeking a technology driven individual with excellent customer service skills to assist with desktop support and modern workplace infrastructure. This role reports to the IT Helpdesk Supervisor.

**Job Description: Level 1 Service Desk Technician - PLM Fleet**

**Responsibilities**:

- **Initial Troubleshooting**: Provide first-level technical support for PLM related issues, including software, hardware, and connectivity problems, and appropriately escalate more complex issues to the relevant teams.
- **Ticket Management**: Accurately log and prioritize service requests and incidents related to PLM, ensuring that tickets are appropriately categorized and resolved within defined service-level agreements (SLAs).
- **Communication and Coordination**: Communicate effectively with internal users to coordinate PLM related support activities, ensuring clear and timely information exchange for issue resolution.
- **Routine Maintenance Support**: Assist in conducting routine maintenance activities for PLM computers to ensure optimal performance and functionality.
- **Laptop Lifecycle Management**:

- Monitor PLM’s laptops from purchase until End of Life by updating and running reports within asset database to determine when warranties expire and understand condition of the laptops.
- Ensure laptops are being updated in PLM’s asset database regularly.
- Proactively repair or replace laptops as needed.
- **Audio/Video maintenance**: Ensure all A/V equipment throughout the office including conference rooms, wall mounted TVs and reporting screens are functioning properly.
- **Entry Door Technology**:Maintain security access cards and Pop-ID readers.
- **Virtual Contact Center**:

- Assist users with call center technologies and troubleshoot issues with provider.

**Qualifications**:

- **Educational Background**:An associate degree in information technology, Computer Science, or a related field is preferred. High school diploma or equivalent including certifications such as CompTIA A+, CompTIA IT Fundamentals (ITF+), Microsoft Certifications, HDI Desktop Support Technician.
- **Customer Service Orientation**: A customer-centric approach with a focus on delivering excellent service to end-users and stakeholders within the organization.
- **Relevant Experience**: Previous experience in a service desk or technical support role is preferred but not required.
- **Technical Proficiency**: Solid understanding of basic knowledge of software and hardware components. Including Microsoft M365, Windows 11 and Laptop configurations.
- **Problem-Solving Skills**: Ability to quickly analyze and resolve basic technical issues, utilizing effective problem-solving techniques and following standard operating procedures.
- **Communication Skills**: Excellent verbal and written communication skills to interact with end-users, explain technical concepts clearly, and provide user-friendly guidance.
- **Team Collaboration**: Capacity to work effectively in a team environment, collaborating with cross-functional teams to address and resolve PLM fleet-related issues.
- **Adaptability**: Flexibility to adapt to evolving PLM technologies, software updates, and industry-specific requirements, demonstrating a willingness to learn and grow within the role.

**Note: The responsibilities and qualifications outlined above can be adjusted based on the specific requirements and technical aspects of the PLM fleet management system within the organization.**

**This position is a hybrid environment working 3 days in-office and 2 days from home.**

Pay: From $21.00 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Experience level:

- 1 year
- No experience needed
- Under 1 year

Schedule:

- Monday to Friday

Ability to Relocate:

- Newark, NJ 07102: Relocate before starting work (required)

Work Location: Hybrid remote in Newark, NJ 07102

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