IT Desktop Support Technician 3

United Launch Alliance•Decatur, AL

32d

About The Position

United Launch Alliance (ULA) seeks an energetic and highly motivated self-starter to join our team as an IT Desktop Support Technician 3. The Information Technology Desktop Support Technician is responsible for the resolution of all second line IT incident and service requests throughout all ULA locations, primarily focused in the ULA Decatur factory.

Requirements

Associate's
Minimum of 4 years of related work experience
Two years of directly related experience; progressive experience may be substituted for an associate’s degree
Technical support experience in multi-tier applications, including remote end-user support, to 3,000 end users in small-large scale enterprise environment required
Extensive knowledge of latest MS Software Applications including Windows 10/11, and Microsoft Office 365
Knowledge of Local Area Networks, DHCP, DNS, and TCP/IP protocol
High level of proficiency and knowledge of working in a Corporate IT environment
Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures
Solid understanding of hardware and software asset management processes
Ability to learn, understand, and apply new technologies and equipment while also being able to generate instructional documentation
Demonstrated communication skills, both verbal and written
Ability to support remote locations
Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures
Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests
Ability to lift up to 35 lbs., bend, kneel, squat, stoop, work overhead, reach above shoulder level, sit, stand, walk (sometimes on uneven surfaces), and climb

Nice To Haves

ServiceNow platform for CMDB, service request, incident, problem, and change management
CompTIA Security+, A+, Network+ or similar certifications
CISCO certs
Experience in a manufacturing environment
Basic familiarity with industrial controls: Siemens Fanuc Cincinnati Milacron

Responsibilities

General troubleshooting of the ULA desktop computing environment based on incidents and service requests logged via the tier-one service desk
Management and resolution of all 2nd line incidents and requests assigned to their queue in ServiceNow
Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to ULA policies and procedures
Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures
Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests
Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
Support the set-up of new offices, sites or projects across the local region
Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety or other risk assessments
Develop, review and improve processes to maximize efficiencies within the team
Exhibit a flexible approach to working and provide coverage where necessary
Provide training and guidance to end users
Provide weekly/daily reports/time reporting and updates on current issues
Provide conference room support including, when needed, maintaining connections to equipment
Perform floor walks to engage with employees
Maintain sufficient equipment stock to deliver service, including maintaining appropriate records
May perform such other duties as the supervisor may require from time to time or deem necessary