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IT Service Desk Administrator

3 months ago

Sparrows Point, United States Intralox Full time

Laitram LLC Information Technology Services Department has an opening for an IT Service Desk Administrator reporting to the IT Technical Services Manager serving our Intralox **Sparrows Point, Maryland** facility. The primary responsibilities for this position include effective operation, maintenance and support of hardware, software, network, and related infrastructure in the global environment. The work schedule for this position is Monday-Friday and standard work schedule is either 7am-4pm or 8am-5pm EST. There are also global travel opportunities possible within this role.

Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide.

Our global workforce of over 3,000 employees in 20+ countries consist of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers’ growth worldwide for more than 50 years.

Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation to how we work, and that self-managed people are our greatest asset.

**Responsibilities**:

- Responsible for technical support of all IT systems and hardware.
- Answer support desk calls and troubleshoot web tickets through resolution in support of global users.
- Configure, install, and maintain IT software and hardware (i.e., computers, network printers, scanners, etc.).
- Maintain effective and open communication with business users and other global IT team members when resolving incidents and fulfilling requests.
- Coordinate project tasks with IT vendors and providers.
- Work with the Security Team to mitigate security vulnerabilities.
- Maintain inventory, track assignment of loaner devices and procure replacement inventory as needed
- Identify proactive ways to reduce the number of incidents in the environment.
- Participate in IT Projects to ensure complete understanding of new and upgraded systems.
- Assist with managing regional vendor relationships, and contract renewals.
- Identification of opportunities for continuous improvement (automation, upgrades, security, updates, etc.) of systems in production.

**Requirements**:

- Bachelor's degree in Information Technology or related field; or 2 years of proven IT Help Desk experience with at least one IT certification listed in desired qualifications.
- Excellent written and verbal communication skills.
- Ability to multi-task, prioritize and re-prioritize assigned work according to business need.
- Must be a team player with strong attention to detail, organization and follow up skills.
- Familiarity with Microsoft operating system, and Office 365 Suite.
- Strong analytical and problem-solving skills; ability to independently perform root cause analysis.
- Ability to work well with mínimal direction or instruction while in a global team environment.
- Strong customer service skills and ability to interface with all organizational levels.
- Must have a valid driver’s license.
- Willing and able to travel between Maryland facilities as needed for the position.
- Ability to work evenings and weekends, as needed.

**Desired Qualifications**:

- Previous experience with A+, Net+, Microsoft Administrator Certification, ITILv.3, or CCNA.
- Prior Help Desk experience, familiarity with management software and RSAT tools.
- Prior experience taking support calls and troubleshooting remotely.

EOE/M/F/Vet/Disabled