Service Desk Technician

Description

The Service Desk Technician serves as the first point of contact for end users seeking technical assistance. This role is responsible for diagnosing and resolving hardware, software, and network issues, ensuring timely and effective support. The technician will maintain a high level of customer service, document incidents and resolutions, and escalate complex problems to appropriate teams. Success in this role requires strong communication skills, technical proficiency, and a commitment to continuous improvement in IT support processes.

Duties and Responsibilities

• Respond to user inquiries via phone, email, chat, or the ticketing system
• Actively monitor the ticketing system and maintain communication with users regarding open requests and incidents
• Log, track, and document incidents and service requests and escalate unresolved issues to appropriate support teams
• Contribute to and update internal documentation and solutions
• Foster a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Expand knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
• Create, modify, and disable user accounts in active directory and other systems
• Manage password resets access permissions
• Install, configure, and maintain end user devices
• Perform asset inventory procedures to ensure all company equipment is properly documented and tracked
• Adhere to and support company standards, policies, and procedures
• Maintain and protect confidentiality regarding all aspects of employee information
• Provide after-hours or on-call support as needed

Required Qualifications

• Ability to troubleshoot hardware and software issues
• Logical thinking and attention to detail
• Strong verbal and written communication
• Proficiency in windows and macos operating systems
• Familiarity with active directory, office 365, and basic networking
• Ability to travel and work a flexible schedule, including occasional evening and weekend hours

Desired Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
• IT certifications such as MDAA, CompTIA A+, CompTIA Network+, and CompTIA Security+

Work Environment

This position operates in a manufacturing and office environment and routinely engages in hands-on support of IT equipment and peripheral devices.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is required to stand, walk, kneel, use hands to manipulate, handle or feel, and reach with hands and arms and requires the ability to occasionally lift equipment products and supplies up to 50 pounds.

Benefits:

• Competitive Base Salary
• Performance-Based Incentive and Bonus Opportunities
• Comprehensive Health Benefits - Medical, Dental, Vision, Disability, and Ancillary products
• 401(k) Retirement Plan - With immediate vesting and a competitive company match
• Paid Time Off - Including vacation, parental leave and paid company holidays
• Employee Assistance Program (EAP) - Confidential support for employees and their families
• Professional Development Opportunities
• Employee Recognition and Service Award Programs
• Well-being and Work-Life Resources

#WeAreHealthDelivered

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AvKARE/R&S Northeast is an E-Verify and Equal Opportunity Employer. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, sexual orientation, genetic information, gender identity, national origin, citizenship status, disabled veteran or veteran of Vietnam era, or any legally recognized status entitled to protection under applicable federal and state local laws. #INDHP1