Associate Technician, Service Desk

As an Associate Technician, Service Desk, you will work with a team of other analysts providing hardware and application support to our internal and external customers. This role will work in an on-call rotation and will act as the face of Information Services, providing tier 1 support to all levels of the business.

• Provide phone-based technical support (approximately 75%), with 25% support through self-service platforms like email or Service Now
• Manage technical issues across enterprise systems while maintaining strong communication and customer service with end users
• Maintain proper change management and HRIS configurations and procedures documentation.
  
  Respond promptly to incoming calls and self-service tickets
• Work both break and fix tickets while helping with project work as needed
• Help troubleshoot customer inquiries from start to finish
• Gather information including who is affected, what the deviation is, when it last worked correctly, and how to get in contact with the appropriate people to follow up

• Strong understanding of enterprise networking with A+ level certification knowledge
• Hands-on experience working in a Windows Environment with Windows 11 experience preferred

• Experience working in a manufacturing or materials industry is a plus, but not mandatory
• Preferred Helpdesk experience
• Strong written and verbal interpersonal skills
• Primary understanding of Windows, hardware and network troubleshooting
• Ability to break down processes and provide clear guidance
• Excellent search capabilities

• Familiarity with Citrix-related tasks, including understanding the transition to Island browsers, app store issues, and general app gateway functionality, and Active Directory

• Familiarity Service Now or other ITSM applications