IT Service Desk Technician

Atkore•Harvey, IL

46d•$52,160 - $71,720•Onsite

About The Position

Atkore is seeking an IT Service Desk Technician for its Harvey, IL office. This role reports to the Manager of IT Infrastructure and Operations and is responsible for providing first-level technical support for incidents and requests directed to the IT service desk. The position involves initial assessment, triage, research, and resolution of first-level cases, primarily related to the use of application software or infrastructure components.

Requirements

Associates Degree required
2-4 years of experience providing technical support in a manufacturing environment
Able to follow a process, and attention to detail is required
Competency in MS Office Suite & Windows 10 operating system.
Basic User & Security Group administration through Active Directory.
Willingness to learn continuously evolving company & industry specific applications, technology, and terminology.
Strong customer service skills and orientation
Excellent technical computer troubleshooting skills
Excellent written and verbal communication skills.
Excellent organizational & time management skills with strong attention to detail.
Proven analytical & problem-solving skills.
Ability to provide hands-on support to users
Knowledge of Azure/Intune environment
Basic scripting ability
Experience with using remote support tools
Knowledge of basic computer hardware and peripherals
Knowledge of Active Directory
Knowledge of Dell computer equipment
Knowledge of basic ticketing systems
An understanding of Key Performance Indicators around deployment

Nice To Haves

Bachelor’s Degree preferred
A+ certifications preferred

Responsibilities

Provides live and remote technical support to Atkore users.
Supports and maintains Atkore shop floor systems and equipment on the manufacturing shop floor.
Analyzes and resolves incidents/requests regarding use of application software or hardware.
Logs and tracks incidents/requests from identification through resolution in incident management software.
Communicates with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Documents resolutions and internal procedures & updates self-help and staff knowledge bases.
Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
Works with internal teams to understand current and future projections of equipment needed.