IT Service Desk Technician

posted wednesday, february 5, 2025 at 6:00 am

headquartered in st. Augustine, fl, with offices and manufacturing facilities all around the globe, amphenol cit is one of the world’s leading designers and manufacturers of high-performance wire, cable, and medical devices. We provide complete interconnect solutions to industries like aerospace, military & defense electronics, space, medical, test & measurement, and industrial.

our talented team of employees worldwide helps bring movies to your seat on airplanes, deliver mission‑critical information from drones to the command office, transfer heart rhythm to paper, route communications from space, connect power to downhill oil drills, and get planes back in the air faster. At amphenol cit, we make the amazing possible. Take the next step to become an integral part of our team by applying today and kickstart your journey with us.

the it service desk technician i is the first point of contact for customers seeking technical assistance. Whether over the phone or via email, they provide essential support to end‑users, ensuring their satisfaction and efficient technology operation. This role involves diagnosing and resolving basic to moderate technical issues, maintaining accurate records, and collaborating with internal teams to improve procedures.

• receive, prioritize, and respond to service desk requests by established service‑level agreements (slas).
• manage user and device event tracking through the global ticketing system.
• resolve issues with computer hardware, software, mobile devices, printers, and other technology tools via phone or email.
• perform remote troubleshooting using diagnostic techniques and relevant questions.
• walk customers through problem‑solving processes.
• direct unresolved issues to the next level of support personnel.
• identify and suggest possible improvements to procedures.
• may assist with software or device installations, user profile setups, or password resets.
• maintain records and track incidents and requests in the service‑now ticketing tool.
• participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines).
• provide periodic assistance to internal and external auditors.
• ensure risks associated with changes to critical assets are considered and adequately mitigated before implementation (i.e., change control).

other duties as required in support of the department and the company.

the responsibilities of this role do not include supervising other employees.

to succeed in this job, an individual must satisfactorily perform each essential job function. The requirements below represent the required knowledge, skill, and ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• a bachelor’s degree in computer science, information related field or equivalent work experience is preferred.
• 3+ years of it help desk technician experience.
• experience with windows, ms office, and microsoft projects is required.
• erp/mrp software such as sap is required.

• a+ certification and itil foundations certification required.

• excellent verbal and written communication skills in english.
• ability to read and understand verbal and written instructions.
• conversational in any other language preferred.

• basic arithmetic: add, subtract, multiply, and divide whole numbers, fractions, decimals, and percentages.

• tech‑savvy with working knowledge of office automation products, databases, and remote‑control tools.
• good understanding of computer systems, mobile devices, and other tech products.
• ability to diagnose and resolve fundamental technical issues.
• customer‑oriented, positive attitude, and cool‑tempered.
• ensuring timely response and maintaining quality standards.
• reliable and flexible, willing to work added hours on short notice to complete orders and special projects and meet customer demands.

as part of their job duties, the employee must be able to sit, stand, and walk throughout the…