Service Desk Technician

Job Summary/Purpose:

The primary purpose of this job is to provide 1st tier helpdesk support to

non-manufacturing users as well as other employees. The technician will be responsible for help desk

phone and email routing, ticket escalation, and will support Help Desk (KACE) ticketing system.

Includes troubleshooting and repairing hardware and software issues as well as doing research on

issues as needed. This includes troubleshooting printer, computer, hardware and software issues as

well as ordering, staging, and installing new printers and computers as needed. Installs,

troubleshoots, repairs and replaces VOIP phones and mobile devices. Basic network troubleshooting

and repair. Creating and installing ethernet cables. Terminating cables and working with the Network

Administrator to resolve problems on the wired and wireless networks

Essential Responsibilities:

Provide initial employee support for technical inquiries received via phone, email, and messaging

applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software

and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets

and/or cases.

Physical Requirements:

Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a

negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects

Working Conditions:

Generally agreeable working conditions such as those found inside offices or

equivalent work areas for more than 70% of the time.

Working Environment: This role is work office based. Flexible and/or remote working options may be

considered and are reviewed/approved by management.

Travel Requirements:

Typically requires overnight travel less than 10% of the time.

Overview: Career-development position within field. Requires moderate skill set and developing

proficiency within discipline.

Complexity: Conducts work assignments of increasing complexity. Contributes to team objectives and

outcomes.