Service Desk Technician

1 month ago

Franklin, United States OMNIA Partners Full time

OMNIA Partners has become the largest and most experienced purchasing organization for public and private sector markets by delivering unparalleled scale and solutions. Through further organic growth and strategic acquisitions, OMNIA Partners will continue to drive economies of scale to execute more contracts, in more verticals, with transparent, value-driven pricing for our membership of companies. Our success and growth have been unparalleled in this space.

At the core of our success is a high energy, talented staff with diverse skills and a unified focus on delivering value and an emphasis on creativity, strategic thinking, and execution

Service Desk Technician Synopsis

Desired experience for Service Desk Technician includes, but is not limited to:

Service Desk Technician is an onsite position which provides desktop support with troubleshooting computer and printer issues related to hardware, software and connectivity in a hybrid environment. Knowledgeable system info of Windows 10+ OS, Active Directory, Azure Active Directory, M365, Endpoint Manager/Intune, 365 Defender, Jira / Atlassian, CBT Nuggets, MS Office Suite, MS Teams and Zoom is preferred; PowerShell, Adobe Pro, Adobe Creative Cloud, IT Glue, Jabra Xpress, Global Protect VPN, Tableau, SalesForce, Alteryx, Force, Monday.com, other conferencing software and equipment knowledge is a plus.

THIS IS NOT A REMOTE POSITION

Service Desk Technician Duties & Responsibilities

Desired experience for Service Desk Technician includes, but is not limited to:

  • Ability to multi-task and remain available onsite for incoming phone calls during your assigned shift, addressing any issues which are phoned in, sent by emails or IM's and documenting them in the Jira / Atlassian ticketing system
  • Handle onsite requests, in person with all levels of corporate positions while maintaining a professional and courteous demeanor.
  • Install and configure computer software and applications as needed and according to business guidelines
  • Interact with all personnel in a friendly and professional manner, with the primary goal being customer satisfaction with the least amount of disruption to the end user's productivity to do their job with the tools provided.
  • Intermediate level troubleshooting skills, including but not limited to: ability to resolve user issues with computer connectivity, VPN, wireless and network technologies, standard software, virus/malware detection and removal, computer performance issues, printing issues, experience doing both phone/mobile/laptop/desktop and remote support
  • Experience with Lenovo hardware / personal computers and laptops
  • Perform administrative Active Directory actions, such as password resets, group policy and user data entry, updates and changes.
  • Provide technical assistance and support for all IT equipment, products and services for incoming queries, service requests and issues related to computer systems and conferencing equipment
  • Able to recommend and setup office hardware & equipment such as desks, tables, printers, TV monitors and conferencing equipment within business guidelines
  • Installation assistance of internal infrastructure including routers, switches, firewalls, and servers
  • Act as a point of contact for any problems that user may encounter and to facilitate as a point of contact for redirection to the appropriate personnel to assist with any issues beyond the IT Service Desk scope of operation.
  • Ability to discover customer problem sources from inaccurate descriptions
  • Asks appropriate probing questions to gather relevant information to aid in resolution of request
  • Communicates technical information to both technical and nontechnical personnel
  • Able to troubleshoot and image company devices, PCs, printers, and cellphones
  • Makes recommendations to better assist associates and improve the overall efficiency of daily operating procedures
  • Participates in informal internal IT training using CBT Nuggets for continuing knowledge and current industry processes.
  • Must be willing to travel up to 10% of work week and participate in rotational "on-call", travel is minimal but required periodically for IT support at company events and trade shows while "on-call" is approximately once every 4-6 weeks.

Service Desk Technician Qualifications

Licensing or Certifications for Service Desk Technician

Any licenses or certifications are a plus, none are currently required for new hires.

Education for Service Desk Technician

A relevant degree such as Associate and/or Bachelor's Degree in Computer Science, Technical, SAP, Information Technology, Computer, Technology, Networking, Engineering, Business/Administration, Education, Business or the like, is preferred.

THIS IS NOT A REMOTE POSITION. THIS POSITION IS LOCATED FULLY ON-SITE IN OUR FRANKLIN, TN HEADQUARTERS.

OMNIA Partners provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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