IT Service Desk Technician I

At Baker Electric we are energized by truly living our values - Team Builders, Relentless Follow Through, All-In, and Care for Others. When our team members work together with these things in mind, we do great things both individually and as an organization. Being an employee-owned company shows our drive for sustainable, long-term growth while enhancing the lives of our team members.


SUMMARY: The IT Service Desk Technician I is a service-oriented person who performs at the professional level to support the day-to-day responsibilities of the IT Department. The Service Desk Technician I responds to requests from internal users about technology issues and applies knowledge and expertise to resolve issues or respond to requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Act as the "face" of IT by fielding phone calls and triaging incoming tickets.
• Provide tier one support for any information technology issues and problems.
• Provide assistance by phone, email, in-person and using a ticket management system.
• Track issues and update the internal knowledgebase with issue resolution details.
• Track user account creation, changes and deletions.
• Perform password resets.
• Support computers, laptops, tablets, smart phones and applications.
• Monitor and escalate alerts from monitoring/antivirus systems.
• Monitor backup system alerts and escalate errors.
• Maintain user accounts including rights, permissions and systems groups.
• Manage critical incidents.
• Quickly and accurately determine incident scope and impact.
• Follow up on tickets at pre-defined intervals until resolved.
• Update daily status reports and shift handover reports.
• Write training manuals and train users.
• Walk customers through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Set up equipment for new employee desk space.
• 10% Travel expected.

Key 30, 60, 90 Day Accomplishments

• 30 Day: Learning process and procedures - Servicenow ticketing system, Onboarding, Exiting, and inventory
• 60 Day: Exudes confidence in the process and procedures listed above, beginning to take further action.
• 90 Day: Shows ability to handle Tier 1 responsibilities with little or no direction.

EXPERIENCE, EDUCATION:

• 1 -2 years of helpdesk/desktop support experience preferred.
• Proven aptitude for learning new technology and interest in helping others.
• Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, MS Exchange Server 2010, Office 365, Windows 7.
• Good verbal, written and interpersonal skills.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.

At Baker, we are proud to be an employee-owned company. When you join, you will have the opportunity for a great career and the financial benefits of being an owner. Through our ESOP (Employee Stock Ownership Plan), eligible employees can become part owners of the company. Instead of just receiving a paycheck, you will be given shares of the company's stock over time. As the company prospers, the value of these shares can increase, providing you with a potential wealth-building opportunity in addition to a competitive compensation package. The ESOP will enable you to share the company's success and growth. For more information regarding employee ownership at Baker Electric and its significant potential, click here:

Employee Stock Ownership Program | Baker Electric (baker-electric.com)


PAY TRANSPARENCY:
The starting salary for this opportunity range is listed. Other rewards may include annual bonus eligibility based on company and individual performance, short- and long-term incentives, and program-specific awards. Baker provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, an Employee-Owned Program (ESOP), paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rate based on location and experience.


ACKNOWLEDGEMENTS:

Baker Electric is an Equal Opportunity-Affirmative Action Employer / Disability / Veteran.


We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, a Baker Recruiter will contact you directly from our organization with a @baker-electric.com email.