Summary:

This position will provide in-depth technical support for incidents and will need to engage other support personnel such as IT, additional IOT staff, and Production Engineering groups. Will communicate with internal customers, keeping them informed of the status of the incident and next actions being taken to resolve. Provides support to resolve incidents associated with production OT systems including but not limited to Application, db, server, network, API. 

 

Essential Job Functions:

Take incoming calls from service customers and monitor tech support emails requesting technical service. Gather information about the problem and create a service ticket. If Help Desk technician cannot resolve the issue, escalate the information to the Client Services Coordinator to schedule and assign an engineer to complete the ticket. As customer request calls are received via email, walk up, or phone call create a service ticket with information provided. Verify accuracy of contact person, location and phone number. Consult the technical service manager when input is needed on scheduling service appointments. Monitor and manage service tickets from creation thru closure. Review service tickets for outstanding work required. Attend Technical Services and project meetings when assigned. Take-in “walk-up” customer hardware repairs and schedule service tickets Monitor work bench hardware status to assist when necessary. (Coordinate with assigned technician) Take all customer calls regarding bench work. Will be required to participate in rotating On-Call support. Internal customer service duties. Assist with employee computer problems as assigned. Assist training with the classroom imaging as assigned. Make basic user addition and deletions from Active Directory as assigned. Supply information to engineers and customers when requested. Help establish and document Hardware/Inventory Procedures and Standards. Other tasks/duties as assigned. Point of contact for investigating outages to OT equipment Provide initial troubleshooting based on procedures and training. Escalate to appropriate teams as necessary. Provide on site support at nearby location(s) as required

 

Qualifications Required:

0-2 years of direct experience supporting IT and Network basic components  Associate's Degree in Computer Science, Information Technology, or a related degree

 

Skills, Knowledge, and Abilities Required:

Excellent computer skills. Ability to assess and prioritize incidents based on system, scope, impact, and criticality Ability to communicate with customers, co-workers, management, and business contacts in a courteous, professional manner. Ability to excel in a team setting. Strong organization skills. Ability to multi-task. Have a working knowledge of help desk and managed services. Ability to research and learn new software applications quickly. Excellent technical writing skills in creating JIS, procedures, and standards. Ability to work through stressful situations while keeping a positive attitude. Honest and dependable. Must possess valid driver’s license and have ability to travel Must be able to pass a background check

 

Benefits Summary:

Health, Dental, Vision, Prescription Drug plans  Life and Accidental Death & Dismemberment Insurance  Flexible Spending Account  Employee Assistance Program  401K with 4% company match  Bonus Program  Wellness Program  Onsite Fitness Center (vary by location) Tuition Reimbursement  Career Development and Ongoing Training  Paid holidays and vacation   Cafeteria and food markets (vary by location)  Volunteer opportunities  Employee recognition (employee and milestone events) 

 Annual Salary: $60,000-$75,000