Service Desk Technician Tier 1

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one's identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

The Service Desk Technician - Tier 1 is an integral member of the Global Service Desk team. With a focus on providing an excellent user experience, the Technician will provide remote and onsite support to Steri-cycle Team Members related to Software and Hardware through various channels including phone, chat, incidents, and requests.

• Answers inbound calls and chats to assess issue, documents discovery information within ticketing system.  Works to provide resolution to issues.  Documents troubleshooting steps, resolution and closes ticket or escalates to respective internal team.
• Works submitted incidents and requests effectively and efficiently to meet SLA.  Work includes interaction with submitter to assess issue: documents discovery information within ticketing system.  Works to provide resolution to issues.  Documents troubleshooting steps, resolution and closes ticket or escalates to respective internal team.
• Provide evening and weekend on call support on a rotational basis
• Participates in Major Incident calls and is responsible for distributing email communication
• Provide Deskside Support, Walk up Window Support and other duties as assigned
   

• Technical degree or diploma and/or equivalent business experience
• Basic understanding of ITIL is considered an asset
• Experience working in an IT Service Desk is considered an asset
• Experience with common end user applications including Windows 7, Windows 10, Microsoft Office, Internet Explorer, and Outlook.
• Experience with basic networking environments (wired and wireless)
• Curator of great user experience. You understand the importance of providing an excellent user experience and work to provide it in everything you do
• Responds to and resolves technical end user service and support incidents and requests efficiently and effectively within assigned priority to meet SLA. 
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality 
• Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills
• Ability to work well under pressure and thrive in a fast-paced work environment 
• Follow all standard operating procedures through the effective use of Knowledge and Standard Operating Procedures
• Able to work evenings, weekends, and holidays & maintain strict adherence to the assigned schedule

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.