IT Service Desk Specialist - Part Time Onsite

CP Flexible Packaging•York, PA

30d•Onsite

About The Position

Serve as the first point of contact for end users, providing front-line IT support remotely or on site. Troubleshoot and resolve common, routine issues, applying fixes and workarounds while delivering exemplary customer service, and escalate more complex problems to senior technicians. Must be eager to learn and willing to follow established procedures, 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 a desire to learn and grow in an IT support role
Some college education, formal training, or equivalent experience
1–2 years of experience in a technical or customer-facing role; internships, coursework, or relevant part-time experience considered.
Demonstrates exceptional interpersonal skills
Solid problem-solving skills and a methodical, step-by-step approach to troubleshooting
Ability to follow routine issues through to resolution and know when to escalate
Willingness to learn new tools and technologies and to ask questions when unsure
Excellent oral and written communication skills
Strong organizational skills and the ability to handle multiple tasks concurrently
Ability to travel to off-site locations
Good color vision
Visual acuity to written material as well as product and machinery details
Ability to change priorities as directed

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 basic hardware and software under established procedures
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
Help keep endpoints aligned with department security policy by following standard checklists
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
Escalate complex or unresolved issues to senior technicians with clear documentation of steps already taken
Basic networking awareness (cabling, switch ports, connectivity checks)
Participate in projects approved by management that will improve the experience of our customers and colleagues.
Flag software and systems that appear non-compliant with company, customer, state, and federal policies and report them to senior staff
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-CP's commitment to a Food Safe environment