Headquartered in Fort Worth, Texas, TTI, Inc., a Berkshire Hathaway company, celebrated its 45th anniversary in 2016 as the world's leading authorized distributor specialist offering passive, connector, electromechanical and discrete components. TTI's extensive product line and supply chain solutions have made the company the distributor of choice for industrial, military, aerospace and consumer electronics manufacturers worldwide. TTI is ever growing and employs more than 5,600 people at more than 100 locations throughout North America, Europe and Asia.
Forbes has named TTI, Inc. one of America's Best Mid-Size Employers for 2018!
The Service Desk Specialist II works under minimal supervision and is accountable for customer engagements related to Service Requests, Incidents, and escalations where first contact resolution is not possible. This role is responsible for the timely and accurate logging of incidents, requests and escalations and for also providing continued follow-up through resolution and/or fulfillment. The Service Desk Specialist II provides a higher level of support and resolution capabilities. The role is also responsible for leading efforts in more complex issues and for elevating issues beyond Level I support to appropriate group. Contribution and maintaining a current Knowledgebase is of high importance.
Ensures excellent customer service by effectively assisting all system users with system problems, questions and requests as well as being ready to assist users at the start of the scheduled shift.
Effectively resolves system user problems and requests in a timely manner and with a sense of urgency using system related knowledge by performing problem recognition and resolution. Elevates issues beyond Level I support to appropriate group for resolution.
Ensures timely response to incidents by following up and updating tickets with relevant and accurate information as incidents are reported. Transfers incidents to Level II support if not able to resolve. Documents and tracks incident status until closed or resolved while keeping upper management informed of the status.
Effectively maintains computer equipment, copier, fax machine, data line and telephones by logging incidents and scheduling repair services.
Provides support in tracking equipment and serial numbers by recording appropriate information for equipment that is installed and/or relocated.
Ensures Service Desk procedures are appropriately documented by assisting with updating the ServiceNow Knowledgebase articles as needed as well as leading the efforts in creating and maintaining current knowledge base articles.
Assist in the development and training of other more junior members of the Service Desk Team.
Recognized as the Team Lead when Service Desk Manager is out.
EDUCATION & EXPERIENCE
High School Diploma or GED required. Associates degree in a related field preferred. Three plus years of related experience.
SKILLS & CERTIFICATIONS
Strong knowledge in personal computers, printers, telephone systems, copiers and fax machines
Strong knowledge of Experience with Active Directory, Microsoft Office 2007-13, Windows 7, Exchange 2010/Outlook applications preferred
Knowledge of IT Service Management principles preferred
Experience and knowledge of Citrix technologies preferred
Strong customer service orientation
Strong analytical and problem solving skills
Strong organizational skills and multitasking ability
Strong attention to detail
Demonstrated ability to work in teams with a collaborative interpersonal style
Good verbal and written communications skills including excellent telephone etiquette
Possess accurate keyboarding proficiency
Must have the ability to remain in a stationary position for extended periods of time.
Must have the ability to position self to maintain computers and various network equipment in the buildings, including under desks, in the server rooms, and anywhere cabling installation and maintenance would be required for troubleshooting and optimal organizational connectivity and usage.
Exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to perceive and read a computer screen and printed material with or without vision aids.
Detect and understand speech at normal levels and on the telephone; converse in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions.
Physical ability to lift up to 50 pounds.
This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
TTI, Inc. is an Equal Opportunity Employer committed to providing equal opportunities to all employees and applicants for employment without regard to race, color, sex (including pregnancy), sexual orientation, gender identity, age, national origin, religion, physical or mental disability, veterans' status, genetic information, or any other characteristic protected by law.
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