Service Desk Technician I
Wurth Industry North America
Location
Frankfort, NY | United States
Job description
**This position is located in Frankfurt, NY. Must be able to be onsite three days per week.**
The Service Desk Technician is part of a professional team of people providing technical support to internal End Users to resolve technical issues, fulfill requests, offer high-level customer service, and act as the single point of contact for the IT Department. The Service Desk supports Wurth Industry employees across multiple companies and throughout North and South America. As part of the Service Desk, the Technician will be responsible for managing numerous tickets and tasks, prioritizing workload accordingly, generating innovative solutions to issues, and developing skills required to support the company's efforts. The Service Desk's primary support will be provided via the telephone and email using remote administration tools. The Service Desk Technician is responsible for following all Service Desk procedures and policies, ensuring compliance, troubleshooting and managing incidents to resolution or escalation, and performing technical and non-technical tasks. The Technician will be responsible for staying current on new technologies to provide effective environmental support. The Service Desk Technician must be fully aware of the need to create a positive working relationship with each employee with whom they come in contact, recognizing that the success of Wurth Industry is dependent not just on the Service Desk Technician's technical abilities, but also on a high level of customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Serve as the first point of contact for End User’s seeking technical assistance over the phone or email.
- Perform technical support to internal End User’s to ensure swift service restoration on a variety of systems and applications.
- Notify Team and Management of high-priority Incident Management issues that arise promptly.
- Adhere to Incident Management procedures and policies by properly communicating, documenting, resolving, and escalating Incidents to escalation partner as required.
- Provide efficient first-level support on technical incidents to resolution and fulfill requests via phone and email.
- Ability to communicate technical issues in non-technical terms.
- Follow-up and update End User’s with status and information and pass on any feedback or suggestions by End User’s to the appropriate internal teams.
- Install and configure software applications utilizing a packaging system and follow manual installation processes.
- Responds to Service Desk calls and tickets and diagnose and solve issues using problem-solving techniques.
- Manage multiple Service Desk incidents, priorities, and tasks promptly and efficiently meeting End User's expectation and SLA.
- Understand and follow processes implemented in accordance with the Information Technology Infrastructure Library (ITIL). ITIL is a discipline for applying industry best practices to an IT infrastructure and support organization. The Service Desk Technician will be involved in several processes, the primary one being Incident Management.
- Follow ITIL best practices in reference to Incident, Change, Problem, and Knowledge Management.
- Identify and suggest possible improvements on procedures, policies and guidelines.
- Ability to set priorities, multitask and resolve conflict when they arise.
- Produces articles for Knowledge Database for IT and End User use.
- Participate in projects as needed and ad hoc duties as required.
- Work in a team environment and participate in team meetings.
QUALIFICATIONS, SKILLS & ABILITIES
- Associates Degree or Technical College Certificate in related field or at least 2+ years of Help Desk experience or equivalent combination of education and experience.
- Tech savvy with working knowledge of office automation products, databases, remote control and network connectivity.
- Good understanding of computer operating systems, mobile devices, printers and other tech products
- Ability to diagnose and resolve basic technical issues utilizing problem-solving, diagnostic, and decision-making skills
- Excellent communication skills (verbal and written) and high level of customer service
- Ability to proactively identify potential problems and address them accordingly.
- A+ Certification and ITIL Foundation Certification Preferred
- HDI Certification such as Customer Service Representative or Support Center Analyst desired.
- Intermediary knowledge of Microsoft Office 365, OS 7-10, Active Directory, iOS, Android OS, VPN, Networking and PC Deployment tools.
- Intermediary knowledge of Desktops, Laptops, Tablets, Mobile Devices, Keyboard/Mice, Monitors, Printers, Scanners, etc.
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