Service Desk Representative

Job Title: Service Desk Rep I - Temporary Contract
Job Type: Temporary / Contract
Reports To: Customer Support Manager

Job Summary
Provide initial employee support for technical inquiries received via phone, email, messaging applications, and walk-up requests. This is a temporary contract role that requires active mobility to assess problems and resolve basic support issues directly at the user's workstation. The candidate will troubleshoot software and hardware issues on laptops, desktops, tablets, and smartphones, and log all support tickets in the tracking system.

Due to the nature of the factory work environment, issues that cannot be resolved quickly must be escalated to the next level immediately to avoid and/or minimize downtime.


Essential Duties

• Technical Support: Provide desk-side and remote technical support to users across departments and building locations.
• Ticket Management: Manage assigned tasks and timely respond to, document, and process Helpdesk tickets using ITSM or other approved systems.
• Hardware Support: Install, configure, maintain, and troubleshoot PCs, laptops, networked printers (including laser, label, and dot matrix), and related peripherals.
• Imaging: Perform system imaging and related administration for PCs, laptops, scanners, and other networked devices as assigned.

• Incident Documentation: Open, update, and close incidents in ITSM or other Helpdesk applications, ensuring accurate history and resolution notes.
• Data Management: Backup and restore user profiles and data in accordance with established procedures.

• Asset Management:
  • Follow asset naming and labeling standards.
  • Register IT assets in the asset management system.
  • Participate in scheduled physical asset inventory audits as required.

• Escalation: Escalate complex or unresolved issues to Service Desk Rep II or management when appropriate.
• Other Duties: Perform other duties as assigned by management.

Required Skills, Attributes & Education

• High School diploma or equivalent experience.

• 0-1 years of experience in the IT field (Entry-level candidates with strong technical aptitude considered).
• Basic understanding of networking concepts.
• Strong troubleshooting skills.
• Proficiency with Microsoft Office suite, Windows OS, and basic knowledge of Microsoft Exchange.
• Familiarity with Security Solutions (Antivirus, DRM, etc.).
• Ability to think logically to analyze issues and implement appropriate corrective action.
• Ability to work well independently and in a team environment.
• Strong Customer Service
  
  Skills:
  
  Ability to interact positively with internal and external customers.
• Skill in the utilization of correct grammar, spelling, punctuation, and required formats.
• Ability to multi-task and prioritize incoming requests.

Availability

• Work Schedule: Scheduled hours may vary and are determined based on business and operational requirements within a three-shift operation.
• 24/7 Operation: As this facility operates 24 hours a day, 7 days a week, the candidate must be available to provide coverage for different shifts (including nights, weekends, or holidays) from time to time as business needs dictate.

Physical Requirements
This position may involve routine movement throughout the facility and hands-on interaction with IT equipment in order to support users and perform installations. Reasonable accommodations may be made in accordance with applicable law.

• Mobility: Ability to move between departments and work areas to provide desk-side support and equipment setup.
• Equipment Handling: Ability to handle, transport, and install standard IT hardware such as computers, monitors, and printers.
• Positioning: Ability to perform job-related tasks that may require bending, reaching, or accessing areas such as under desks to connect or install equipment.