IT Service Desk Specialist - Part Time Onsite

Essential Job Functions

• Install and configure basic hardware and software under established procedures
• Respond to tickets in accordance with SLA guidelines
• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Help keep endpoints aligned with department security policy by following standard checklists
• Provide onsite and remote support to end users
• Aid in AV setups as needed for meetings
• Aid in new hire training for basic IT needs
• Set up new workstations for users (deploying equipment, checking over account setups)
• Heavy use of Windows, Mac OS, iOS and Android devices
• Ability to work in Active Directory
• Test new technology
• Create documentation for staff for training purposes
• Resolve Tier 1 support tickets
• Escalate complex or unresolved issues to senior technicians with clear documentation of steps already taken
• Basic networking awareness (cabling, switch ports, connectivity checks)
• Participate in projects approved by management that will improve the experience of our customers and colleagues
• Flag software and systems that appear non-compliant with company, customer, state, and federal policies and report them to senior staff
• Perform other duties assisted or needed by request of supervisors/manager
• Follow all established safety rules and regulations and utilize required safety equipment
• Report defective equipment or unsafe conditions to the appropriate personnel
• Maintain work area in a clean and orderly condition
• Follow all company Good Manufacturing Practices & Policies
• Ability to collaborate and maintain Garlock-CP's commitment to a Food Safe environment

Skills and Knowledge

• A passion for customer service and a desire to learn and grow in an IT support role
• Some college education, formal training, or equivalent experience
• 1–2 years of experience in a technical or customer-facing role; internships, coursework, or relevant part-time experience considered
• Demonstrates exceptional interpersonal skills
• Solid problem-solving skills and a methodical, step-by-step approach to troubleshooting
• Ability to follow routine issues through to resolution and know when to escalate
• Willingness to learn new tools and technologies and to ask questions when unsure
• Excellent oral and written communication skills
• Strong organizational skills and the ability to handle multiple tasks concurrently
• Ability to travel to off-site locations

PREFERRED QUALIFICATIONS

• Bachelor’s Degree in a related field or certifications that align with front line support
• Bilingual (English/Spanish) a plus