IT Service Desk Technician

Atkore•Dallas, TX

3d•Onsite

About The Position

Atkore is seeking an IT Service Desk Technician to provide first-level technical support for incidents and requests. This role is responsible for the initial assessment, triage, research, and resolution of support requests, primarily related to application software and IT infrastructure components. The technician will also support and maintain Atkore shop floor systems and equipment on the manufacturing floor. This is an onsite position based in Dallas, Texas.

Requirements

Applicants must be authorized to work in the United States continuously for the duration of employment without requiring employer sponsorship now or in the future.
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 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.
Knowledge of Azure/Intune environment a plus.
Basic scripting ability.
Experience with using remote support tools.

Responsibilities

Provide live and remote technical support to Atkore users.
Support and maintain Atkore shop floor systems and equipment on the manufacturing shop floor.
Analyze and resolve incidents/requests regarding use of application software or hardware.
Log and track incidents/requests from identification through resolution in incident management software.
Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Document resolutions and internal procedures & updates self-help and staff knowledge bases.
Create 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.
Work with internal teams to understand current and future projections of equipment needed.