|GENERAL JOB SUMMARY:|
Under the general supervision of the Service Delivery Manager and direction from the Sr. Service Desk Specialist, works in conjunction with the service delivery team and shares responsibility for the installation, system management and operation of all desktop and limited server and network hardware and software for systems at the local facility. The Service Desk Technician works as part of the IT team to maintain all assets, applications and services assigned to support the Business Unit, MSI.
ESSENTIAL JOB FUNCTIONS
Experience and Skills
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Working knowledge of LAN and WAN topologies and architecture.
Strong working knowledge of Microsoft server, Microsoft Active Directory.
Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 10.
Knowledge of IP Telephony preferred
The ability to work independently and as part of a team with a courteous and professional attitude;
Excellent time management and prioritization skills;
Software troubleshooting ability for problem research and error isolation;
Good listening skills; problem solving and the ability to handle multiple projects/clients at once in a fast paced environment
The ability to handle objections and counter professionally
Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges
Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency
Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint
Must have experience working with PC based hardware, software and networking components
Aptitude to learn, apply and solve technological solutions and/or challenges
A+/Security+/Microsoft /Cisco/VMware/ITIL certifications
EDUCATION AND EXPERIENCE:
- +5 yrs information technology experience
- High School, Associates Degree or Technical School education
- Certifications from recognized programs that indicate mastery of systems, tools, and techniques relevant to the assignment may substitute for some experience.
- Strong MS Office skills
- Strong organization skills
- Ability to think independently and know when to escalate issues
- Attention to detail and accuracy in work produced; follow up strength to ensure customer satisfaction
WORK ENVIRONMENT / PHYSICAL REQUIREMENTS:
Some lifting and carrying of computer hardware, including monitors, not over 50 pounds, sometimes up or down stairs. Some bending, crouching, or crawling may be necessary when connecting power and data cables.
Office and manufacturing environment.
May work extended hours or weekends.
THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.
A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY. THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS OR ABILITIES.