IT Service Management Technician II

About the role

The Service Management Technician II will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Management Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes.

Responsibilities

• Receive, prioritize, and respond to Service Desk requests by established service-level agreements (SLAs).
• Manage user and device event tracking through the global ticketing system.
• Solves issues with computer hardware, software, mobile devices, printers, and other technology tools via in person, phone, or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Walk customers through problem-solving processes.
• Direct unresolved issues to the next level of support personnel.
• Identify and suggest possible improvements to procedures.
• May assist with software or device installations, user profile setups, or password resets.
• Maintains records and tracks incidents and requests in the Service Desk ticketing tool.
• Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines).
• Provide periodic assistance to internal and external auditors.
• Ensure risks associated with changes to critical assets are considered and adequately mitigated before implementation (i.e., change control).

Qualifications

• A bachelor’s degree in computer science, information systems, or a related field or equivalent work experience is preferred.
• 3+ years of IT help desk technician experience.
• Experience with Windows and MS Office is required.
• ERP/MRP software such as SAP is required.
• A+ Certification and ITIL Foundations Certification required.
• Excellent verbal and written communication skills in English.
• Ability to read and understand verbal and written instructions.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve fundamental technical issues.
• Customer-oriented, positive attitude, and cool-tempered.
• Ensuring timely response and maintaining quality standards.
• Reliable and flexible, willing to work added hours on short notice to complete orders and special projects and meet customer demands.