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Information Technology Service Desk

New Age Technologies
Louisville, KY, United States
Full-time

This is a contract to hire Retail Service Desk Technician, Operations onsite position in Louisville, KY.

No Corp to Corp, H1B Visa and no sponsorship provided

This is a great opportunity for new graduates of IT or students who had internship experience

Shift is Tues - Saturday- 9 : 30am-6 : 00 pm - possible to work remote 1 day per week after training

You will be responsible for handling day-to-day operations of all reported technical support issues by all employees. This would include but not be limited to different locations and remote users.

The ideal individual will provide tier 1 and 2 technical support for all reported incidents (break fix’s) and requests (hardware, software or access).

Additionally, a Retail Service Desk Technician, Operations must be able to work independently and as part of a 5-technician team.

Lastly, this individual must be proficient in both Windows OS and Mac OSX, as well as all Microsoft Office applications.

This is a critical role within the organization and requires good customer service skills and prioritization skills. Success will be measured by problem-solving skills and the ability to evaluate and resolve a wide variety of reported incident types.

This position will report to the Supervisor, of Retail Service Desk Operations

Primary Responsibilities :

  • Embody our culture and values through a high degree of self-accountability acting as a model for all team members both internally or externally.
  • Work with cross-functional teams such to provide timely and responsible outcomes to needs and requests
  • Manage ticket queues and routing tickets to the appropriate technicians for resolutions
  • Provide tier 1, 2 and 3 technical support
  • Troubleshoot : PC / Mac hardware, peripherals and communication devices
  • Provide software support, including but not limited to, OSX, iOS, Android, Windows 10, MS Office 365, Adobe Creative Cloud JAMF, and all propriety software
  • Provision and deploy : PC / Mac hardware, peripherals and communication devices
  • Receive, prioritize, and resolve end user incidents in accordance of IT Service Desk SLA’s
  • Logs and tracks issues using IT service management system, and maintains history records and related problem documentation
  • Research and troubleshoot unfamiliar errors using an online knowledge base and other resources to effectively identify and resolve problems
  • Participate in writing and organizing documentation : team documentation, end user how-to guides and other information that will be used in IT Service Desk knowledge base for future support
  • Contribute in team projects and tasks
  • Perform routine preventive maintenance checks
  • Support special meeting events, video and teleconferences
  • Keep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects
  • Ensure the timely resolution or escalation of assigned service desk tickets to minimize impact to the users
  • Adhere to team processes, procedures, policies and job aids

Position Requirements :

  • 1-3 years of experience in corporate IT technical support role
  • Ability to socially interact with Customers, Employees and Business Partners inside and outside of the business.
  • Ability to work with large teams setting personal and professional goals for themselves and others.
  • Great interpersonal skills, a positive attitude, and the ability to thrive in a fast-paced environment
  • Have a high degree of comfort dealing with ambiguity, including the ability to take initiative when an opportunity provides itself.
  • Self-motivated, a good communicator with an innate ability to bring the best out in others.
  • The ability to multi-task, set priorities and work well under pressure.
  • This position involves constant moving, talking, hearing, reaching, grabbing, and standing for at least two consecutive hours.

May occasionally involve stooping, kneeling, crouching, and climbing ladders.

  • Strong knowledge of PC and Mac hardware and software
  • Working knowledge of Active Directory, Azure AD, Exchange Mailbox administration, Microsoft Office Suite, JAMF, Microsoft Teams, Sharepoint, Group Policies
  • Experience with NTFS and file share permissions
  • Experience with TCP / IP Suite
  • Experience with AV technology
  • Experience with the following Operating Systems - Windows and Mac OSX, iOS & Android
  • Ability to multitask in a dynamic environment
  • Experience working in a team-oriented and collaborative environment
  • Willingness to work irregular and overtime hours on occasion, as needed
  • Travel Required
  • Excellent attitude and willingness to learn
  • Excellent oral and written communication skills to explain complex technical resolutions to end users
  • Strong problem-solving skills
  • Lifting computers and peripherals
  • Certifications are a plus : (CompTIA A+, Network +, MCSA, CCENT, ITIL)
  • Prior experience client management tools are a plus : (Meraki, JAMF, Jira Service Desk, Cherwell, LogMeIn,)
  • Applicants must be 18 years of age or older and fully vaccinated against COVID19.

Must pass background check.

12 days ago
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