IT Service Desk Technician

Job Description

Job Description

IT Service Desk Technician

Who we are:

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together – a future focused on serving the customer and powering and protecting the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety, and infrastructure solutions.

Who we are looking for:

We are seeking an IT Service Desk Technician based in our Dallas, TX office. Reporting to the Manager of IT Infrastructure and Operations, this position is responsible for providing first-level technical support for incidents and requests submitted to the IT Service Desk. Responsibilities include the initial assessment, triage, research, and resolution of first-level support requests, primarily related to application software and IT infrastructure components.

This is an onsite position based in our Dallas, Texas office. The standard work schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with a one-hour unpaid lunch, for a 40-hour workweek.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

What You’ll Do :

The Service Desk Technician has primary responsibility for providing live and remote technical support to Atkore users and supporting and maintaining Atkore shop floor systems and equipment on the manufacturing shop floor.  Other responsibilities include:

• Analyzes and resolves incidents/requests regarding use of application software or hardware.
• Log and track incidents/requests from identification through resolution in incident management software.
• Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
• Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Document resolutions and internal procedures & updates self-help and staff knowledge bases.
• Create a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
• Work with internal teams to understand current and future projections of equipment needed.

What You Bring:

• Applicants must be authorized to work in the United States continuously for the duration of employment without requiring employer sponsorship now or in the future.
• Bachelor’s Degree preferred (Associates Degree required)
• 2-4 years of experience providing technical support in a manufacturing environment
• Able to follow a process, and attention to detail is required
• A+ , certifications preferred.
• Competency in MS Office Suite & Windows 10 operating system.
• Basic User & Security Group administration through Active Directory.
• Willingness to learn continuously evolving company & industry specific applications, technology, and terminology.
• Strong customer service skills and orientation
• Excellent technical computer troubleshooting skills
• Excellent written and verbal communication skills.
• Excellent organizational & time management skills with strong attention to detail.
• Proven analytical & problem-solving skills.
• Ability to provide hands-on support to users
• Knowledge of Azure/Intune environment a plus.
• Basic scripting ability
• Experience with using remote support tools
• Knowledge of basic computer hardware and peripherals
• Knowledge of Active Directory
• Knowledge of Dell computer equipment
• Knowledge of basic ticketing systems
• An understanding of Key Performance Indicators around deployment

Within 3 months, you’ll:

• Complete your new hire “Immersion” so that you are ready to rock in your new role.
• Have taken a tour of any one of our plants to get a complete picture of what we make as a company
• Have developed relationships with the key stakeholders for this role.
• Have gained a high-level understanding of Atkore’s systems and user base.
• Have identified potential training you would need for supporting Atkore specific technology or process

Within 6 months, you’ll:

• Have developed a deeper understanding of Atkore’s environment
• Have developed a good understanding of team KPIs
• Have completed your knowledge sharing sessions with both L1 peers and L2-L3 team mates

Within 12 months, you’ll:

• Have worked on almost all different types of issues that get reported to our service desk
• Have carved out a niche area of excellence within the team

Atkore is a six-time Great Place to Work© certified company and a four-time Top Workplaces USA award winner! We’re committed to creating an engaged, aligned workforce driven by a collaborative culture. Our team strives for breakthrough results and  stays  focused on being standout leaders. We consistently live the Atkore mission, strategic priorities, and behaviors consistent with our core values.

Join our team and align yourself with an industry leader!

As of the date of this posting, a good faith estimate of the current pay for this position is $51,520 - $70,840. Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time.  Other compensation may include, but not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.

Benefits available include:

• Medical, vision, and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Paid Time Off
• Paid holidays
• Any leave required under federal, state, or local law

Benefits are subject to vesting and eligibility requirements.

Applications are being accepted on an ongoing basis.

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