Service Desk Technician

3 days ago

Frankfort, United States Wurth Adams Nuts and Bolts Full time
Job Title: Service Desk Technician

We are seeking a highly skilled and motivated Service Desk Technician to join our team at Wurth Industry North America. As a Service Desk Technician, you will be the primary point of contact for internal End Users seeking technical assistance over the phone or email.

Key Responsibilities:
  • Provide technical support to internal End Users to ensure swift service restoration on a variety of systems and applications.
  • Notify Team and Management of high-priority Incident Management issues that arise promptly.
  • Adhere to Incident Management procedures and policies by properly communicating, documenting, resolving, and escalating Incidents to escalation partner as required.
  • Provide efficient first-level support on technical incidents to resolution and fulfill requests via phone and email.
  • Ability to communicate technical issues in non-technical terms.
  • Follow-up and update End User's with status and information and pass on any feedback or suggestions by End User's to the appropriate internal teams.
  • Install and configure software applications utilizing a packaging system and follow manual installation processes.
  • Responds to Service Desk calls and tickets and diagnose and solve issues using problem-solving techniques.
  • Manage multiple Service Desk incidents, priorities, and tasks promptly and efficiently meeting End User's expectation and SLA.
  • Understand and follow processes implemented in accordance with the Information Technology Infrastructure Library (ITIL).
Requirements:
  • Associates Degree or Technical College Certificate in related field or at least 2+ years of Help Desk experience or equivalent combination of education and experience.
  • Tech savvy with working knowledge of office automation products, databases, remote control and network connectivity.
  • Good understanding of computer operating systems, mobile devices, printers and other tech products.
  • Ability to diagnose and resolve basic technical issues utilizing problem-solving, diagnostic, and decision-making skills.
  • Excellent communication skills (verbal and written) and high level of customer service.
  • Ability to proactively identify potential problems and address them accordingly.
About Wurth Industry North America:

Wurth Industry North America is a leading provider of industrial fasteners and other products. We have over 110 locations across the US, Canada, Mexico, and Brazil, and employ over 2,600 people. We are part of the Wurth Group, a global company with over $15B in revenue and over 79,000 employees worldwide.

We are an Equal Opportunity Employer and do not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, genetic trait or predisposition, carrier status, citizenship, veteran or military status, and other personal characteristics protected by law.

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