IT Service Desk Technician II

SUMMARY

The IT Service Desk Technician I is the first point of contact for customers seeking technical assistance. Whether over the phone or via email, they provide essential support to end-users, ensuring their satisfaction and efficient technology operation. This role involves diagnosing and resolving basic to moderate technical issues, maintaining accurate records, and collaborating with internal teams to improve procedures.

ESSENTIAL JOB FUNCTIONS

• 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 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-now 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*

SUPERVISOR RESPONSIBILITIES

The responsibilities of this role do not include supervising other employees.

ENVIRONMENTAL POLICY

Carlisle Interconnect Technologies is fully committed to minimizing the environmental impact of its operations, activities, and products. To achieve this, we adhere to all applicable environmental regulations and laws, prevent pollution, and continuously improve our environmental performance in all our global operations. This is possible through an Environmental Management System that provides a framework for setting and reviewing our environmental objectives and targets. We aim to identify and reduce any negative environmental impact our business activities may have.

EXPORT COMPLIANCE DISCLAIMER

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).

TRAVEL

Approximately 10% of travel is expected.

SALARY INFORMATION

According to several states' laws, this position's salary range falls between $70,000 and $80,000 annually. However, this salary information is merely a general guideline. When extending an offer, Carlisle Interconnect Technologies considers various factors such as the position's responsibilities, scope of work, candidate's work experience, education/training, essential skills, internal pay equity, and market considerations.