Service Desk Technician I

Responsibilities

• Provide customer service and technical support for users, including troubleshooting Windows applications, computer performance, connectivity, smart phones, scanners, printers, security, authentication, Active Directory profiles, and master data maintenance.
• Monitor servers, network components, and storage performance, utilization, and availability; escalate issues as necessary.
• Communicate system interruptions to the organization and document events clearly in the trouble ticket system.
• Maintain strong interpersonal communication with employees and contractors.
• Manage multiple priorities and execute tasks in a high-pressure environment.
• Participate in after-hours Service Desk support rotation.
• Assist in maintaining records and provisioning for hardware and software.
• Monitor servers, network, and SAN environments; record and address identified issues.
• Mentor other team members on new technology skills.
• Monitor business system services, review, and action issues to maintain system communication.
• Provide shift coverage flexibility as needed.
• Perform physical tasks such as lifting up to 50 lbs and operating office equipment.
• Perform other duties as assigned.

Requirements

• College degree in Computer Science or equivalent is required.
• 1+ years of experience supporting Windows 10/11 in a multi-site environment and Wi-Fi support.
• In-depth knowledge of MS Office / O365.
• SAP experience desired; S/4 preferred.
• Experience supporting Windows Server and hands-on knowledge of DNS and DHCP preferred.
• Knowledge of ITIL methodology preferred.
• Certifications for ITIL, MTA, MCSA, and/or CompTIA preferred.
• Proven troubleshooting skills working with VPN.

Physical Demands

• Regularly required to stand, walk, sit, use hands and fingers, reach with hands and arms, stoop, kneel, talk, and hear.
• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to lift, carry, push, and pull up to 25 lbs; occasionally lift 25-45 lbs with assistance or lifting aids.
• Manual dexterity and foot/hand/eye coordination necessary for operating industrial material handling equipment and vehicles.
• May be exposed to fluctuating temperatures within the work facility due to weather.

Work Environment

• Climate-controlled office environment with computer workstations.
• May enter operational areas that are non-air-conditioned, exposing workers to heat, humidity, fluctuating temperatures, chemical products, dust, odors, oil, fumes, and noise.
• Occasional work near powered industrial trucks and equipment, as well as moving mechanical parts.