Group Service Desk Support Associate

Baxters North America Inc • Cincinnati, OH

4d

About The Position

The position provides support to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. Works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline.

Requirements

• Associates degree or equivalent experience required.
• 1-3 years’ experience as a Service Desk Technician.
• Experience supporting Office 365 applications including Teams and Outlook or related degree required.
• Knowledge of computer hardware, Microsoft application and Window 10, LAN, Networking, Servers, and Wi-Fi infrastructure, ITIL Foundation or experience working with ITIL-driven environment, ITIL principles and processes required.

Nice To Haves

• Microsoft Certification preferred.

Responsibilities

• Perform remote and hands-on fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Support for all IT peripheral equipment e.g. Telephony, Printers, Meeting room equipment, etc.
• Basic Active Directory administration: Amend group permissions and reset network and applications passwords.
• Create and evaluate documented resolutions and analyse trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in the deployment of new hardware and ensure that changes are tracked, and inventory is updated.
• Collaborate with production and supporting departments to ensure the food safety and quality of our products.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees