IT Service Desk Technician

Found in: Resume Library US A2 - 1 week ago

North Sioux City South Dakota, United States empirical foods, inc. Full time
Overview:
At empirical foods we solve big problems with new thinking. At every step we design it, build it, continually optimize it, and the empirical IT team is no different. The IT Service Desk Technician is vital to ensuring that empirical foods operations are optimized and are running efficiently.

 

This position will leverage Cloud Based and On Premise Technologies with a focus on incident management as well as service requests, configuration requests, problem management and requests for information.

 

Top candidates are expected to have a strong attention to detail and passionate about developing strong working relationships to provide hands-on customer service to end users. 

Responsibilities:
Assist, troubleshoot, and train users having problems using computer software, hardware, or virtual environments.  Properly escalate unresolved issues as needed.

IT Service Desk functions also include but are not limited to, IT hardware and software asset management and lifecycle plans, new PC builds, support contracts, new employee orientation, all mobile device management.

Make determination if problems are caused by hardware, software, user, or system and initiates proper resolution of problem, which may require research or technical support.

Record, track and close Service Desk tickets.

Support and manage computer-based equipment including but not limited to desktops, laptops, servers, monitors, cables, network systems, bar code scanners, plotters, and printers.

Provide end-user training, guidance and recommended best practices for Microsoft 365 applications.

Maintain inventory of hardware, software, and support assets.  Continue to improve Service Desk Software to ensure best use of system.

Provide excellent customer service that is effective, timely and accurate.

Work with Systems/Network administrators for quick resolution of more in depth requests.

Ability to perform all essential job functions with or without reasonable accommodation.

Perform all other duties as assigned.

Qualifications:
Skills and Abilities

Working knowledge of Microsoft 365 services including Azure AD, InTune and Exchange.

Working knowledge of Microsoft Office365 applications including SharePoint, Outlook, and Teams.

Working knowledge of Microsoft Active Directory and Windows print servers.

Experience with Cisco Unified Call Manager or similar VoIP.

Experience with supporting VDI Environments such as Horizon.

Experience with IT service management process and tools for managing incidents, service requests, and configuration changes.

Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

Demonstrated network understanding of VPN, LAN, WAN, and wireless

Demonstrated Competencies

Understanding of ticketing systems, preferably Manage Engine.

Ability to build relationships and manage conflicts.

Advanced analytical problem-solving skills.

Strong interpersonal and technical skills.

Solutions oriented, results driven, and self-starter.

Must have regular and punctual attendance.

Physical Requirements

Office setting.

Experience:   Minimum 2 years of experience  in related field.
Education:  Associates degree in related disciple preferred. Well rounded, practical experience may be substituted in lieu of education of former education.
Department:   Information Systems
Reports to (if applicable):  Information Technology Manager

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