Service Desk Technician II

Job Overview The Service Desk Technician II serves as the first point of contact for end users seeking IT support, ensuring that Würth companies can operate efficiently. This onsite position, located in the Würth Elektronik office in Watertown, South Dakota, supports multiple Würth divisions globally under the general direction of the Service Desk Manager. Responsibilities Serve as a first point of contact for end users seeking technical assistance. Assist end users through various support methods including in-person, remote, phone, and tickets. Support global Würth business partners by resolving technical issues, facilitating communication across time zones, and ensuring adherence to service standards. Maintain consistent communication with end users regarding the status of tickets and projects until completion. Collaborate with client HR and other departments to ensure timely IT onboarding for new employees, including account setup, hardware provisioning, and access to required systems. Answer incoming calls to the service desk call queue while striving for first‑call resolution. Comply with service level agreements (SLAs) and prioritize issues based on urgency and impact. Create and maintain technical knowledge base article documentation for end users and IT team. Escalate tickets to the appropriate support teams in accordance with escalation procedures and SLAs. Accurately document all actions taken, troubleshooting steps, and resolutions within the ticketing system. Procure, deploy, and troubleshoot hardware (desktops, laptops, mobile phones, tablets, thin clients, printers, peripherals, etc.) to ensure optimal performance and user satisfaction. Provide support for commonly used business applications, assisting end users with basic functionality, troubleshooting issues, and escalating when necessary. Maintain inventory of company assets. Deliver basic technical training and guidance to end users upon request or when applicable. Support and troubleshoot IT systems and applications, including Active Directory, Microsoft 365, VOIP, VPN, Logistics, CRM, Citrix, printer maintenance, and general application support. Administer Mobile Device Management (MDM) software to manage mobile phones, tablets, and RF guns. Promote and adhere to IT security best practices and organizational policies, assisting end users in understanding and complying with these policies. Support a variety of additional projects and tasks as assigned, contributing to team objectives and company initiatives. Handle additional tasks and projects as assigned. Work on‑call, including weekends, based on business needs. Participate in on‑call after‑hours support rotations as needed to meet business demands and ensure continuity of service. Qualifications Associate’s Degree or Technical College Certificate in a related field, or at least 3+ years of help desk experience. A+ Certification and ITIL Foundation Certification (preferred). Excellent verbal and written communication skills, and high level of customer service. Experience with MDM software such as Intune, XenMobile, or ManageEngine (desired). Solid understanding of computer operating systems, Microsoft Office Products, Active Directory, networking, mobile devices, printers, and other technology products. Ability to manage multiple tasks simultaneously while effectively prioritizing service desk tickets based on urgency, impact, and SLA requirements. Strong problem‑solving, diagnostic, and decision‑making skills to diagnose and resolve basic technical issues, proactively identifying potential problems. Up to 15% travel may be required, including overseas trips. Must occasionally lift and move equipment weighing up to 50 pounds or more. Role may require periods of standing, walking, bending, or carrying IT hardware during setup and support activities. Ability to communicate technical issues in non‑technical terms. #J-18808-Ljbffr