IT Service Desk Technician

About the role

We are looking for an IT Service Desk Technician based out of our Harvey, IL office. Reporting to Manager of IT Infrastructure and Operations, this person is responsible for providing first level technical support for incidents and requests reported to the IT service desk. The role’s responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly regarding the use of application software products and/or infrastructure components.

Responsibilities

• Analyzes and resolves incidents/requests regarding use of application software or hardware.
• Log and track incidents/requests from identification through resolution in incident management software.
• Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
• Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Create a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
• Work with internal teams to understand current and future projections of equipment needed.

Requirements

• Bachelor’s Degree preferred (Associates Degree required)
• 2-4 years of experience providing technical support in a manufacturing environment
• Able to follow a process, and attention to detail is required
• A+ , certifications preferred
• Competency in MS Office Suite & Windows 10 operating system
• Basic User & Security Group administration through Active Directory
• Willingness to learn continuously evolving company & industry specific applications, technology, and terminology
• Strong customer service skills and orientation
• Excellent technical computer troubleshooting skills
• Excellent written and verbal communication skills
• Excellent organizational & time management skills with strong attention to detail
• Proven analytical & problem-solving skills
• Ability to provide hands-on support to users
• Knowledge of Azure/Intune environment a plus
• Basic scripting ability
• Experience with using remote support tools
• Knowledge of basic computer hardware and peripherals
• Knowledge of Active Directory
• Knowledge of Dell computer equipment
• Knowledge of basic ticketing systems
• An understanding of Key Performance Indicators around deployment

Qualifications

• Within 3 months:
• Complete your new hire “Immersion” so that you are ready to rock in your new role.
• Tour of any one of our plants to get a complete picture of what we make as a company.
• Develop relationships with the key stakeholders for this role.
• Gain a high-level understanding of Atkore’s systems and user base.
• Identify potential training you would need for supporting Atkore specific technology or process.

• Within 6 months:
• Develop a deeper understanding of Atkore’s environment.
• Develop a good understanding of team KPIs.
• Complete your knowledge sharing sessions with both L1 peers and L2-L3 team mates.

• Within 12 months:
• Work on almost all different types of issues that get reported to our service desk.
• Carve out a niche area of excellence within the team.

Benefits

Benefits available include: Medical, vision, and dental insurance, Life insurance, Short-term and long-term disability insurance, 401k, Paid Time Off, Paid holidays. Any leave required under federal, state, or local law. Benefits are subject to vesting and eligibility requirements.