IT Service Desk Support

Landis+Gyr•Milton, GA

22d•$50,908 - $64,384•Hybrid

About The Position

The IT Service Desk Support will provide first contact IT support to the end user. The role predominately processes IT service requests, incidents, management of end users assets, onboarding/offboarding, projects and adherence to compliance activities. The end user normally contacts IT via phone, email or service desk tool, where first level analysis is done to review and resolve the ticket type. The IT Service Desk is supported through the use of knowledge base articles and a peer network. Where issues arise and further follow up is required, tickets can be escalated to level 2 in Client Services. The role requires a strong customer focus with a “can do” attitude as well as attention to detail and quality. As Landis + Gyr is a global organization, Service desk support works beyond the local organization to provide support to the end user. The position predominately is onsite but remote work may be supported.

Requirements

Technical/Trade School
1+ years of experience
Proven track record of working in support desk environment
Ability to Qualify/Triage/Escalate hardware/software issues
Excellent customer service, time management, problem solving and documentation skills
Ability to work across cultures and time zones with strong English skills
Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word
Good working knowledge of Microsoft operating systems, M365 and Active Directory.
Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN)
Exposure to multi-domain, multi-site networks
Familiarity with Dell, Lenovo and/or Toshiba hardware, including computers and copiers.
Proactive “can do” attitude
Effective listening, constructive advice and the ability to understand others.
Experience working with various A/V technologies
Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English.
Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

Nice To Haves

Technical/Trade School in computers, electronic engineering or similar, or relevant industry experience.
Working in an ITIL environment
Managing and working with service desk tools, like ServiceNow.
General network certifications
Computer certification is highly desired
Microsoft certifications highly desired

Responsibilities

Answer, triage, prioritize and resolve incoming helpdesk tickets through the service desk system where users experience issues with hardware, software, networking and other computer-related technologies.
Monitor ticket queues, assign tickets to appropriate internal and external support staff.
Ticket will be owned and escalated to comply with SLA’s.
Provide prompt, honest, and accurate feedback to customer related inquiries or issues.
Logs and tracks calls using service desk ticketing tool, and maintains history records and related documentation.
Workstation build using various processes and tools.
Ensures that only licensed software is installed through various reviews and compliance is adhered to.
Coordinate hardware/software problems with third party support vendors.
Ensure end user assets and information are managed and provided timely during onboarding/offboarding process.
Coordination of procurement activities that initiates from a service request
Contribute to internal documentation, including knowledgeable articles, videos, and white papers
Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc)
Supports and adheres to Company’s core values.
Performs other duties or responsibilities as assigned or required.
Supports and adheres to Company’s Code of Conduct and Ethics Policy.
Represents Company in a positive, professional manner when working with both internal and external customers.