IT Service Desk Support
for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to map content to these headings. The posting includes Position Summary (could be About the role). Key Responsibilities -> Responsibilities. Education & Experience -> Requirements/Qualifications? Could combine. Required/Desired Certifications -> Qualifications? Knowledge/Skills/Abilities -> Skills. Working Conditions maybe not a standard heading; but we could include under Requirements? However we have limited set of headings; we can create sections only for those headings that have content. If Working Conditions not in list, we might omit or incorporate into something else? The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., meaning those are examples; we can use those headings. Probably we should stick to those. So we need to map content to those headings.
We have:
- About the role: could be Position Summary + company intro? But we should not repeat job title. Provide a brief description: The IT Service Desk Support will provide first contact IT support... etc.
- Responsibilities: list of key responsibilities.
- Requirements: Education & Experience (minimum education, years experience, desired education/experience). Could also include Working Conditions? But maybe we put Working Conditions under Requirements? Not ideal but we can include physical requirements as part of Requirements? Might be okay.
- Qualifications: Required/Desired Certifications.
- Skills: Knowledge/Skills/Abilities.
- Benefits: benefits paragraph.
- Pay: Pay range.
- Schedule: not mentioned, so omit.
We must not include sections with filler like "commensurate with experience". Pay range is specific, so include.
We need to use - for any list of duties/requirements/benefits, and
for prose.
We need to preserve all substantive information, not invent or summarize away detail. So we need to keep details like specific tools (ServiceNow), certifications, etc.
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement and "#TeamGreen". Remove those.
Also remove duplicated lines like "Supports and adheres to Company’s core values." appears twice? Actually appears once in responsibilities and later maybe again? We'll keep only one.
We need to ensure we don't repeat content unnecessarily.
Let's extract sections.
Company intro paragraph: At Landis+Gyr, we're helping shape the future of energy... Join Team Green and help shape the future of intelligent energy. This is generic but could be part of About the role? Might be considered boilerplate? It's about company, not role. Might be okay to include as part of About the role? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep it. However it's not specific to role but still substantive. We'll include in About the role.
Position Summary: The IT Service Desk Support will provide first contact IT support to the end user. ... We'll incorporate.
Thus About the role section will contain prose summarizing role and company.
Now Responsibilities: list items from Key Responsibilities.
Let's list them:
- Answer, triage, prioritize and resolve incoming helpdesk tickets through the service desk system where users experience issues with hardware, software, networking and other computer-related technologies.
- Monitor ticket queues, assign tickets to appropriate internal and external support staff.
- Ticket will be owned and escalated to comply with SLA’s.
- Provide prompt, honest, and accurate feedback to customer related inquiries or issues.
- Logs and tracks calls using service desk ticketing tool, and maintains history records and related documentation.
- Workstation build using various processes and tools.
- Ensures that only licensed software is installed through various reviews and compliance is adhered to.
- Coordinate hardware/software problems with third party support vendors.
- Ensure end user assets and information are managed and provided timely during onboarding/offboarding process.
- Coordination of procurement activities that initiates from a service request
- Contribute to internal documentation, including knowledgeable articles, videos, and white papers
- Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc)
- Supports and adheres to Company’s core values.
- Performs other duties or responsibilities as assigned or required.
- Supports and adheres to Company’s Code of Conduct and Ethics Policy.
- Represents Company in a positive, professional manner when working with both internal and external customers.
We need to ensure each as
- .
Now Requirements: Education & Experience.
- Required Minimum Level of Education: Technical/Trade School
- Required Minimum Years of Experience: 1+
- Desired Education/Experience: Technical/Trade School in computers, electronic engineering or similar, or relevant industry experience.
- Working in an ITIL environment
- Managing and working with service desk tools, like ServiceNow.
We could also include Working Conditions? But maybe we keep them separate? Not in headings list. Could incorporate into Requirements as "Working Conditions" but not ideal. However we could add a separate section "Working Conditions" but not in allowed headings; but instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says use those for section headings. It might be okay to use other headings if needed, but they gave examples. Safer to stick to those. So we can put physical requirements under Requirements as well.
Physical Requirements:
- Typical office setting.
- Required to stand; walk; crouch; or handle objects.
- Lift and/or move up to 10 pounds.
- Ability to sit and view computer screen for long periods of time.
- The ability to see, hear, & speak in English.
- Reasonable accommodations provided for individuals with disabilities to perform the essential functions.
Personal Protection Equipment/Other OHSAS-18001 Safety Requirements:
- Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies.
- Must be current with available OSHA/Safety Training provided by the Company.
- If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.
We could include these under Requirements as well.
Now Qualifications: Required/Desired Certifications.
- General network certifications
- Computer certification is highly desired
- Microsoft certifications highly desired
Now Skills: Knowledge/Skills/Abilities.
- Proven track record of working in support desk environment
- Ability to Qualify/Triage/Escalate hardware/software issues
- Excellent customer service, time management, problem solving and documentation skills
- Ability to work across cultures and time zones with strong English skills
- Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word
- Good working knowledge of Microsoft operating systems, M365 and Active Directory.
- Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN)
- Exposure to multi-domain, multi-site networks
- Familiarity with Dell, Lenovo and/or Toshiba hardware, including computers and copiers.
- Proactive “can do” attitude
- Effective listening, constructive advice and the ability to understand others.
- Experience working with various A/V technologies
Now Benefits:
- As a part of the Landis+Gyr family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive.
- Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays.
- We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.
Now Pay:
- Pay is in the range of $50,908 - $64,384 per year.
- The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held.
We should keep that as prose.
Now we need to output HTML fragment only, no /, no markdown.
We'll produce something like:
About the role
...
Responsibilities
- ...
...
Requirements
- ...
...
Qualifications
- ...
...
Skills
- ...
...
Benefits
- ...
...
Pay
...
We must ensure not to include empty sections.
Check for any duplicated content: "Supports and adheres to Company’s core values." appears only once in responsibilities list; we included.
Now ensure we didn't include any boilerplate like EEO etc. We removed the final paragraph about All candidates are encouraged to apply... and EEO statement and #TeamGreen.
Also removed "All qualified applicants will receive consideration for employment without regard to ..." etc.
Now check that we preserved all substantive information: company intro, position summary, responsibilities, education/experience, desired, ITIL, ServiceNow, certifications, skills, working conditions (physical, safety), benefits, pay.
We included physical requirements and safety under Requirements. Might be okay.
Now check that we didn't miss any responsibility: "Contribute to internal documentation, including knowledgeable articles, videos, and white papers" included. "Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc)" included. "Supports and adheres to Company’s core values." included. "Performs other duties or responsibilities as assigned or required." included. "Supports and adheres to Company’s Code of Conduct and Ethics Policy." included. "Represents Company in a positive, professional manner when working with both internal and external customers." included.
Now check that we didn't miss any skill: "Proven track record of working in support desk environment" included. "Ability to Qualify/Triage/Escalate hardware/software issues" included. "Excellent customer service, time management, problem solving and documentation skills" included. "Ability to work across cultures and time zones with strong English skills" included. "Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word" included. "Good working knowledge of Microsoft operating systems, M365 and Active Directory." included. "Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN)" included. "Exposure to multi-domain, multi-site networks" included. "Familiarity with Dell, Lenovo and/or Toshiba hardware, including computers and copiers." included. "Proactive “can do” attitude" included. "Effective listening, constructive advice and the ability to understand others." included. "Experience working with various A/V technologies" included.
Now check that we didn't miss any certification: "General network certifications", "Computer certification is highly desired", "Microsoft certifications highly desired". Good.
Now check that we didn't miss any
- for any list of duties/requirements/benefits, and
for prose. We need to preserve all substantive information, not invent or summarize away detail. So we need to keep details like specific tools (ServiceNow), certifications, etc. We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement and "#TeamGreen". Remove those. Also remove duplicated lines like "Supports and adheres to Company’s core values." appears twice? Actually appears once in responsibilities and later maybe again? We'll keep only one. We need to ensure we don't repeat content unnecessarily. Let's extract sections. Company intro paragraph: At Landis+Gyr, we're helping shape the future of energy... Join Team Green and help shape the future of intelligent energy. This is generic but could be part of About the role? Might be considered boilerplate? It's about company, not role. Might be okay to include as part of About the role? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep it. However it's not specific to role but still substantive. We'll include in About the role. Position Summary: The IT Service Desk Support will provide first contact IT support to the end user. ... We'll incorporate. Thus About the role section will contain prose summarizing role and company. Now Responsibilities: list items from Key Responsibilities. Let's list them: - Answer, triage, prioritize and resolve incoming helpdesk tickets through the service desk system where users experience issues with hardware, software, networking and other computer-related technologies. - Monitor ticket queues, assign tickets to appropriate internal and external support staff. - Ticket will be owned and escalated to comply with SLA’s. - Provide prompt, honest, and accurate feedback to customer related inquiries or issues. - Logs and tracks calls using service desk ticketing tool, and maintains history records and related documentation. - Workstation build using various processes and tools. - Ensures that only licensed software is installed through various reviews and compliance is adhered to. - Coordinate hardware/software problems with third party support vendors. - Ensure end user assets and information are managed and provided timely during onboarding/offboarding process. - Coordination of procurement activities that initiates from a service request - Contribute to internal documentation, including knowledgeable articles, videos, and white papers - Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc) - Supports and adheres to Company’s core values. - Performs other duties or responsibilities as assigned or required. - Supports and adheres to Company’s Code of Conduct and Ethics Policy. - Represents Company in a positive, professional manner when working with both internal and external customers. We need to ensure each as
- .
Now Requirements: Education & Experience.
- Required Minimum Level of Education: Technical/Trade School
- Required Minimum Years of Experience: 1+
- Desired Education/Experience: Technical/Trade School in computers, electronic engineering or similar, or relevant industry experience.
- Working in an ITIL environment
- Managing and working with service desk tools, like ServiceNow.
We could also include Working Conditions? But maybe we keep them separate? Not in headings list. Could incorporate into Requirements as "Working Conditions" but not ideal. However we could add a separate section "Working Conditions" but not in allowed headings; but instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says use those for section headings. It might be okay to use other headings if needed, but they gave examples. Safer to stick to those. So we can put physical requirements under Requirements as well. Physical Requirements: - Typical office setting. - Required to stand; walk; crouch; or handle objects. - Lift and/or move up to 10 pounds. - Ability to sit and view computer screen for long periods of time. - The ability to see, hear, & speak in English. - Reasonable accommodations provided for individuals with disabilities to perform the essential functions. Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: - Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. - Must be current with available OSHA/Safety Training provided by the Company. - If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others. We could include these under Requirements as well. Now Qualifications: Required/Desired Certifications. - General network certifications - Computer certification is highly desired - Microsoft certifications highly desired Now Skills: Knowledge/Skills/Abilities. - Proven track record of working in support desk environment - Ability to Qualify/Triage/Escalate hardware/software issues - Excellent customer service, time management, problem solving and documentation skills - Ability to work across cultures and time zones with strong English skills - Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word - Good working knowledge of Microsoft operating systems, M365 and Active Directory. - Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN) - Exposure to multi-domain, multi-site networks - Familiarity with Dell, Lenovo and/or Toshiba hardware, including computers and copiers. - Proactive “can do” attitude - Effective listening, constructive advice and the ability to understand others. - Experience working with various A/V technologies Now Benefits: - As a part of the Landis+Gyr family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive. - Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. - We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members. Now Pay: - Pay is in the range of $50,908 - $64,384 per year. - The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. We should keep that as prose. Now we need to output HTML fragment only, no /, no markdown. We'll produce something like:
About the role
...
Responsibilities
- ... ...
Requirements
- ... ...
Qualifications
- ... ...
Skills
- ... ...
Benefits
- ... ...
Pay
...
We must ensure not to include empty sections. Check for any duplicated content: "Supports and adheres to Company’s core values." appears only once in responsibilities list; we included. Now ensure we didn't include any boilerplate like EEO etc. We removed the final paragraph about All candidates are encouraged to apply... and EEO statement and #TeamGreen. Also removed "All qualified applicants will receive consideration for employment without regard to ..." etc. Now check that we preserved all substantive information: company intro, position summary, responsibilities, education/experience, desired, ITIL, ServiceNow, certifications, skills, working conditions (physical, safety), benefits, pay. We included physical requirements and safety under Requirements. Might be okay. Now check that we didn't miss any responsibility: "Contribute to internal documentation, including knowledgeable articles, videos, and white papers" included. "Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc)" included. "Supports and adheres to Company’s core values." included. "Performs other duties or responsibilities as assigned or required." included. "Supports and adheres to Company’s Code of Conduct and Ethics Policy." included. "Represents Company in a positive, professional manner when working with both internal and external customers." included. Now check that we didn't miss any skill: "Proven track record of working in support desk environment" included. "Ability to Qualify/Triage/Escalate hardware/software issues" included. "Excellent customer service, time management, problem solving and documentation skills" included. "Ability to work across cultures and time zones with strong English skills" included. "Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word" included. "Good working knowledge of Microsoft operating systems, M365 and Active Directory." included. "Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN)" included. "Exposure to multi-domain, multi-site networks" included. "Familiarity with Dell, Lenovo and/or Toshiba hardware, including computers and copiers." included. "Proactive “can do” attitude" included. "Effective listening, constructive advice and the ability to understand others." included. "Experience working with various A/V technologies" included. Now check that we didn't miss any certification: "General network certifications", "Computer certification is highly desired", "Microsoft certifications highly desired". Good. Now check that we didn't miss any