Deskside Support Technician

POSITION SUMMARY:

The Service Desk Support Associate is responsible to serve as the first point of contact for our employees on Tier 1 related IT issues.  The Service Desk Support Associate is responsible to diagnose and problem solve issues where possible or escalate using the company ticketing system. 

Support may involve phone, email, in-person and remote service contacts.

Qualified candidates should possess a strong technical aptitude with exceptional customer service and problem-solving skills. 

ESSENTIAL FUNCTIONS:

Strategy & Governance

• Serves as a member of the Infrastructure team.
• Supports consistent approach and collaborates with other members of IT, such that decisions are made in line with both the IT and business strategies and objectives.
• Participate and support development, communication, and maintenance of IT policies and procedures within the IT organization. 
• Maintain an industry awareness of information technology, IT best practices, and related technology trends, particularly in relation to the 3PL industry.  Identify and suggest innovation opportunities aimed at improving and equipping the organization with better tools to perform assigned job functions. 
• Participate and support development and maintenance of policies, procedures, and associated training plans for given roles.

Service Desk Support

• Monitor and respond quickly to incoming requests related to IT issues.
• Assist with onboarding of new users.
• Escalate issues to the appropriate member of the IT team when the level of difficulty requires you to do so.
• Maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop production operations services.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation network software products.
• Receive and respond to incoming calls and/or work orders regarding desktop problems.
• Perform related duties consistent with the scope and intent of the position.

Security & Risk Management

• Support established IT Service Desk Support processes.
• Participate with the implementation of security defenses and practices to prevent breaches related to identity, company data, brand image, personal information, or any other information deemed to be sensitive.
• Assist the development, management, and testing of the overall disaster recovery plan, ensuring business continuity as it relates to the IT Service Desk. 

JOB SPECIFICATIONS:

Key Work Experience & Competencies

• Previous experience in an IT Service Desk role or related role, preferred.
• One or more years of experience working in a high availability (24X7, 99% uptime) environment.
• Knowledge of PC and desktop hardware.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Experienced in user applications, equipment and system upgrades.
• Experienced in functions and use of computer and peripheral hardware.
• Previous experience within a 3PL, Logistics, Transportation, Warehousing or Fulfillment industry strongly preferred.
• Must have a communicative, collaborative, transparent, and trusted approach to working with his/her staff, colleagues, upper management, and outside partners.
• Experience working with outside IT service providers.
• Willingness to guide and assist others in resolution process within team.
• Strong analytical and problem-solving capabilities with a Customer-Service orientation and positive attitude is a MUST.
• Experience in utilizing ITIL compliant service desk tools.

Soft skills

• Excellent organizational and planning skills.
• Strong communications and interpersonal abilities.
• Treats others with respect and value, with diplomacy and tact.
• Ability to listen, build rapport, and credibility as a partner within the business and IT.
• Strong customer service orientation.
• Ability to make sound and logical judgments under intense pressure.
• Self-directed and self-regulated, while being accountable for his/her area of ownership and role.
• Ability to balance the needs of customers in a challenging 3PL setting with the requirements to maintain a stable, secure, and ever-changing IT environment.
• Ability to translate and communicate technical information to a non-technical audience. 
• Strong incident and problem management skills including identification and escalation of system issues.
• Ability to manage high severity issues and escalate as appropriate. 

Desired Education 

• High School diploma or equivalent, and/or 2 years work experience in related field.
• ITIL Certification preferred.

Travel 

• Less than 20% of domestic travel

The duties and responsibilities listed above are representative of the duties of the position, and do not include all the tasks that the incumbent may be required to perform.  The incumbent must be able to perform all of the essential functions of this job, either with or without reasonable accommodation.