IT Service Desk Technician

Rochester Electronics is immediately hiring for an IT Service Desk Technician, Newburyport MA

At Rochester Electronics, we create an excellent employee experience focused on value, performance, motivation, recognition, and career growth. Many companies say their employees are their most important asset. At Rochester Electronics, we mean it Our benefits include but are not limited to the following:

• Outstanding low-cost medical, dental, vision, and prescription drug coverage, Rochester pays 92% of the premiums on behalf of its full-time employees
• Paid time off, including vacation, sick, and holiday
• Generous match 401K program
• Tuition reimbursement
• Flexible spending account

And so much more

GENERAL SUMMARY

Provide timely and accurate Tier 2 technical support with a strong focus on customer satisfaction for our onsite and remote employees. Responsibilities include but are not limited to answering complex inquiries, troubleshooting to fully resolve escalated requests or issues, configuring and deploying PCs, conducting new hire orientation, installing approved software products, and maintaining conference room equipment. Assist with documenting processes in our Knowledgebase to ensure clear, accurate, repeatable, and standardized procedures. Meticulously follow up on all outstanding tickets to provide status updates to end-users to guarantee optimal response rates and exceptional service delivery. This includes providing the IT Customer Service Support Manager with timely progress updates on escalated issues and assigned tasks without prompting. This is a full-time, onsite position at our Newburyport campus, with hours from 8:00 a.m. - 5:00 p.m. (Work hours may be adjusted based on business need).

ESSENTIAL JOB FUNCTIONS

• Maintain a professional, can-do attitude, providing excellent customer service
• Monitor, research, respond, and complete assigned tickets promptly and accurately. Provide users with timely updates, communicating progress made and next steps. Thoroughly document all research, troubleshooting, and resolution steps in ticket notes. For involved tickets, document resolution steps in Knowledgebase for future reference.
• Prioritize tickets appropriately, with high-severity items being the primary focus to ensure no user is left unproductive for an extended period
• If further escalation is needed, collaborate with other IT members and clearly communicate the information gathered and the steps taken to date to resolve
• Identify, research, and resolve the root cause of incidents to prevent reoccurrence
• Fully accountable for handling all tickets and responsibilities assigned, providing proactive and ongoing follow-up feedback to the IT Customer Service Support Manager. This includes communicating any noted trends and/or potential issues
• Actively possess and practice a process improvement mindset to develop, document, and communicate new procedures to resolve user issues and recommend enhancements for existing processes/procedures to further improve service delivery
• In addition to the Footprints ticketing system and Trello Board tracking, closely monitor and respond to corporate email and Teams message. Be fully accessible and responsive to users.
• Perform any needed repairs to hardware, software, or peripheral equipment
• Train users on proper hardware/software use, providing resource material for future reference
• Acquire and maintain current knowledge of relevant hardware, software, and systems to provide technically accurate solutions to users
• Configure and deploy PCs to new hires and those needing replacement computers using a solid understanding of PC imaging tools and methods
• Working knowledge of SmartDeploy imaging is preferred
• Set up and support RingCentral accounts
• Conduct New Hire Technology Orientation
• Maintain conference room equipment at the Newburyport campus
• Experience with Logitech Tap technology a plus
• Track equipment inventory, i.e., laptops, printers, peripherals, Warehouse workstation equipment
• When equipment levels are low, obtain vendor quotes to replenish stock
• Provide proposal to IT Customer Service Support Manager for PO order creation/placement
• If urgent issues surface outside of business hours, be available to assist
• Attend staff and client meetings as required
• Participate in team and department projects as assigned
• May be requested to perform other duties not mentioned above

PREPARATION, KNOWLEDGE, SKILLS & ABILITIES

• Associate of Science degree required, preferably in computer science, business, or equivalent technical certifications/training, may be considered as a substitution for a college degree
• A minimum of 3 years experience in Service Desk Support, using a formal ticketing tracking system and SLA metrics
• Proficient in Microsoft Windows and Active Directory
• Basic understanding of networking principles and protocols
• Experience with Microsoft DNS, DHCP, and File Services
• Extensive understanding of VPN and MFA
• General knowledge of iPhones and/or Android phones; ability to support Outlook and MAPI interfaces for email and calendar synchronization
• Skilled in problem-solving, troubleshooting, and resolving problems using creative solutions
• Working knowledge of Excel and general reporting tools, including the ability to collect data and develop metrics to provide KPI reporting and analysis
• Behavior and teamwork:
• Focused on delivering exceptional customer service
• Displays patience and perseverance in dealing with user issues
• Excellent interpersonal and communication skills
• Possesses a positive, can-do attitude
• Advanced troubleshooting and multitasking abilities
• Excellent analytical skills, as well as focus on accuracy and attention to detail
• Self-starter who works well in a team setting
• Effectively handle stress during outages, escalations, and times of concurrent demands
• Able to represent the company and IT department in a professional, positive light

CURRENT TECHNICAL ENVIRONMENT

• The current environment includes a local data center with servers, switches, firewalls, and about 75 VMs, plus a campus network with IDFs and backup locations and a growing cloud-based infrastructure of Amazon, Rackspace, and third-party applications.
• Primarily Microsoft Windows PCs and Servers, plus some Linux
• Windows 10 and 11
• Microsoft Office 365 (cloud) email, calendars, Office suite (Excel/PowerPoint/Word), Teams
• Active Directory for users and security groups
• VPN and MFA for local and remote users
• Primarily HP and Dell; Some Apple MacBooks
• HP, Brother, Intermec, and Zebra barcode printers
• Aruba and Juniper networks; dark-fiber local campus wiring (5 buildings)
• BMC Footprints ticketing system. Netrix LLC is our 24x7 Service Desk provider
• Solarwinds network and server monitoring and alerts
• Avaya VoIP phones and Ring Central (for sales)
• Amazon AWS and some Azure
• Teams, including Teams Rooms
• SharePoint intranet

Rochester Electronics is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, veteran status, or other characteristics protected by applicable law. Rochester Electronics is committed to a culturally diverse workforce.