IT Senior Service Desk Technician

IT Senior Service Desk Technician

The IT Senior Service Desk Technician ensures proper computer operation so that associates (end users) can accomplish business tasks and actively resolves escalated end-user help requests using diagnostic and tracking tools, including in-person, hands-on help at the desktop level. Plans, executes, and finalizes IT projects by deadlines and within budget. Acquires resources and coordinates the efforts of team members and third-party contractors or consultants to deliver projects according to plan, defines the projects' objectives and oversees quality control.

Key responsibilities of this position are:

• Assist in providing Service Desk Technician support. Act as an escalation point for advanced or difficult help requests. Build rapport with service desk customers. Use remote tools and diagnostic utilities to aid in troubleshooting.

• Escalate incidents with accurate documentation to suitable technician or vendor, when required.

• Record, track, and document the service desk incident-solving process through to final resolution. Test fixes to ensure the problem has been adequately resolved.

• Research solutions through internal and external knowledgebase as needed. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

• Deploy pre-packaged software using distribution tools and processes. Assist in software releases and rollouts .Install antivirus software and ensure virus definitions are up to date.

• Perform preventative maintenance, including checking and cleaning of servers and mobile devices. Develop help sheets and FAQ lists for end users.

Minimum qualifications for this position are:

• Bachelor's Degree in Computer Science or Information Systems or equivalent experience.

• MCSA and MCSE desired.

• 8 or more years of comprehensive hands-on hardware and software troubleshooting experience.

• 3+ years of proven project management experience running large scale projects.

• 2+ years of related experience with server administration and disaster recovery.

• Experience with Mac & IOS desktop and server operating systems.

• Application support experience with Office365, Mimecast, Box, SCCM, Teams, One Note, SAP and FortiNet.

• Working knowledge of a range of diagnostic utilities.

• Experience with desktop and server operating systems.

Just Born, Inc., founded in 1923, is the tenth largest confectionery company in the U.S. We are family-owned, employing over 500 associates and partnering with a wide variety of other leading companies as we pursue our growth plans. Headquartered in Pennsylvania's Lehigh Valley, we make everyone's favorite candies, including iconic brands MIKE AND IKE, HOT TAMALES, GOLDENBERG'S PEANUT CHEWS and the world famous PEEPS. We invite you to join our diverse team as we work to accomplish Our Purpose of Bringing Sweetness to People's Lives.

We are an equal opportunity employer and operate under the principle that everyone can have equal access to employment opportunities based on merit, without fear of discrimination or harassment.

LOCATION: Bethlehem, PA