IT Service Desk Specialist

Garlock Flexibles•Reno, NV

About The Position

Provide IT support for clients remotely or at a client site. Find fixes, workarounds, and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary. Must have a positive can-do approach and attitude and adapt to change. Required to have effective verbal and written communication skills, good color vision, visual acuity to written material as well as product and machinery details, and change priorities as directed.

Requirements

A passion for customer service and developing leadership qualities
Some college education, formal training, or equivalent experience
3 years of experience in technical, customer facing capacity.
Demonstrates exceptional interpersonal skills
Impeccable problem-solving skills
Ability to own the resolution of reported issues through to completion
Ability to conceptualize and implement new solutions that improve the experience of our technicians and customers
Excellent oral and written communication skills
Strong organizational skills and the ability to handle multiple tasks concurrently
Ability to travel to off-site locations

Nice To Haves

Bachelor’s Degree in a related field or certifications that align with front line support.
Bilingual (English/Spanish) a plus.

Responsibilities

Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
Respond in timely manner to requests and issues
Repair and replace equipment as needed
Align endpoints with department security policy
Provide onsite and remote support to end users
Assist in AV setups as needed for meetings
Assist new hire training for basic IT needs
Set up new workstations for users (deploying equipment, checking over account setups)
Heavy use of Windows, Mac OS, iOS and Android devices
Ability to work in Active Directory
Test new technology
Create documentation for staff for training purposes
Resolve Tier 1 support tickets
Extreme Networks Switching knowledge
Lead and participate in projects approved by management that will improve the experience of our customers and colleagues.
Identify software and systems that are non-compliant with company, customer, state, and federal policies and provide a solution to become compliant
Perform other duties assisted or needed by request of supervisors/manager.
Follow all established safety rules and regulations and utilize required safety equipment
Report defective equipment or unsafe conditions to the appropriate personnel
Maintain work area in a clean and orderly condition
Follow all company Good Manufacturing Practices & Policies
Ability to collaborate and maintain Garlock's commitment to a Food Safe environment