Service Desk Technician

Service Desk Technician

Melbourne, FL (On-Site)

Position Summary

The main purpose of this position is to provide both Level 1 & 2 support, while providing project support for annual projects:

• Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly
• Support remote and office-based end users from Thales office locations, provide a high level of customer service at all times.
• Work with a team of technicians, share knowledge, and provide feedback
• Have the knowledge to support today's IT standard environments and ensure the company's computing environment is stable and performing optimally.
• Maintain the Thales end-user working environments, that include Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
• Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM's or any other contact with end users that require their time and support.
• Provide a high level of customer service at all times.
• Be available to travel to other site locations when required.

Essential Functions

This Service Desk Technician will operate as first and second level support to end-users running workstations and laptops. This role is expected to be proactive in managing the customer computing experience. The technician will be expected to execute plans, implement standard procedures and follow complicated instructions. They must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users. They will coordinate with other IT teams and computer specialists to resolve technical problems. They must also consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system. This includes documenting their work, executing and maintaining security standards, and handling asset management software tools.

• Duties include but are not limited to:
• Taking incoming calls during standard business hours and be in rotation for the on-call, after-hours.
• Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
• Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
• Interact with external vendors hired by the IT department.
• Maintain a clean and organized IT workspace, following Lean processes implemented onsite.
• Work with Project Managers to provide project support.

Minimum Requirements

• Must be a US person as defined in applicable law
• Associate's degree focused on relevant technologies with 1-3 years' experience
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the
• interrelationships between the components.
• Formal Windows classroom training and certifications in Microsoft technologies with a basic understanding of IT enterprise
• infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• PC hardware troubleshooting and repair skills required
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
• Proficiency with Windows Win10/11 operating systems and Microsoft Office
• A minimum of 1-2 years' experience using ServiceNow ticketing system.
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Ability to balance priorities and work alone or with team with minimal supervision.
• Good organization and project management skills with attention to details
• Good verbal and written communication skills with the ability to document solutions and train other staff
• Ability to travel to office and data center locations for on-site support, as needed.
• A minimum of 1-2 years of service desk operation experience in Windows technologies.
• The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Preferred Qualifications

• Bachelor's Degree focused on relevant technologies from and accredited university or four year college
• Experience working in an agile operations model.
• Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online)
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
• ITIL certification
• Certifications in Windows and Linux system management
• Experience working with ServiceNow

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers, handle, or feel, talk and hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 50 pounds.

Special Position Requirements

• Schedule: Core Business Hours Monday-Friday, and regular on-call after-hours support rotation
• Physical Environment: Primary environments include office space, server rooms and electronic labs.
• Travel: Anticipated travel as much as 20% annually. Predominantly local travel to nearby sites, with the occasional opportunity to travel both domestically and internationally for training and support operations.
• Customer Location Based or Site Visits: Site Visits
• Personal or Company/Pool Vehicle Usage: Personal vehicle may be required to travel between local sites and facilities on an infrequent basis