IT Service Management Technician II

Amphenol and its Affiliated Companies•Franklin, WI

About The Position

The Service Management Technician II will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Management Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in a helpdesk ticketing tool. A positive Customer Service oriented attitude is required.

Requirements

A bachelor’s degree in computer science, information systems, or a related field or equivalent work experience is preferred.
3+ years of IT help desk technician experience.
Experience with Windows and MS Office is required.
ERP/MRP software such as SAP is required.
A+ Certification and ITIL Foundations Certification required.
Excellent verbal and written communication skills in English.
Ability to read and understand verbal and written instructions.
Basic arithmetic: add, subtract, multiply, and divide whole numbers, fractions, decimals, and percentages.
Tech-savvy with working knowledge of office automation products, databases, and remote-control tools.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve fundamental technical issues.
Customer-oriented, positive attitude, and cool-tempered.
Ensuring timely response and maintaining quality standards.
Reliable and flexible, willing to work added hours on short notice to complete orders and special projects and meet customer demands.
As part of their job duties, the employee must be able to sit, stand, and walk throughout the day while frequently using their hands to handle objects and communicate verbally. Additionally, they may need to reach, stretch, push, pull, crouch, stoop, and occasionally lift objects weighing up to fifty (50) pounds. This role requires specific vision abilities, including close, distance, color, peripheral vision, depth perception, and the ability to adjust focus. According to ADA regulations, reasonable accommodation will be provided to ensure that individuals with disabilities can perform the job's essential functions.
ASTM F2412 and ASTM F2413 rated safety toe shoes in specific areas.
Clear ANSI Z87.1 safety-rated glasses in specific areas.
Hearing protection in specific locations.
This position includes access or potential access to ITAR and EAR (Export Administration Regulations) technical data. Therefore, candidates must qualify as US Persons, defined as US Citizens or Permanent Residents (Green Card Holders).

Nice To Haves

Conversational in any other language preferred.

Responsibilities

Receive, prioritize, and respond to Service Desk requests by established service-level agreements (SLAs).
Manage user and device event tracking through the global ticketing system.
Resolves issues with computer hardware, software, mobile devices, printers, and other technology tools via in person, phone, or email.
Perform remote troubleshooting using diagnostic techniques and relevant questions.
Walk customers through problem-solving processes.
Direct unresolved issues to the next level of support personnel.
Identify and suggest possible improvements to procedures.
May assist with software or device installations, user profile setups, or password resets.
Maintains records and tracks incidents and requests in the Service Desk ticketing tool.
Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines).
Provide periodic assistance to internal and external auditors.
Ensure risks associated with changes to critical assets are considered and adequately mitigated before implementation (i.e., change control).
Other duties as required in support of the department and the company