Service Desk Technician I
Carlisle Interconnect Technologies

Job Info

SUMMARY

The Service Desk Technician will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Desk Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in the Service-now ticketing tool. A positive Customer Service oriented attitude is required.

RESPONSIBILITIES

* Receive, prioritize, and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs).
* Escalate complex events to appropriate individuals, as necessary.
* Manage user and device event tracking through global ticketing system.
* Provide technical and troubleshooting assistance related to MS Windows/Office, MACs, and other desktop applications.
* Procure, configure, maintain, and perform inventory tracking for computer hardware, mobile devices, printers, handheld scanners, other technology, and products.
* Enroll and administer mobile devices.
* Maintain and support office telephone systems and software, audio-visual (AV) equipment, and multi-function office printers.
* Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions).
* Provide technical and troubleshooting assistance related to the company's critical business systems.
* Perform on-call duties and technical implementations/upgrades that may occur outside of normal business hours as required to minimize business impact.
* Assist division/corporate IT teams in becoming and remaining compliant with the company's IT security policies and minimum standards.
* Perform and document quarterly ITGC self-assessments and monitoring activities.
* Provide periodic assistance to internal and external auditors.
* Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures, and guidelines).
* Ensure risks associated with changes to critical assets are considered and adequately mitigated prior to implementation (i.e., change control).
* Liaise with third parties as it relates to any of the above.

*Other duties may be assigned

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, and talk or hear. The employee frequently is required to reach with hands and arms. The employee is required to stand and walk. The employee must occasionally lift walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

ENVIRONMENTAL POLICY

Carlisle Interconnect Technologies is dedicated to identifying and reducing the environmental impact of its operations, activities, and products. It is our commitment to comply with all applicable laws and other regulatory requirements concerning the environment. We are committed to preventing pollution and continually improving our environmental performance in all our global operations. This will be achieved through a comprehensive Environmental Management System that provides the framework for setting and reviewing environmental objectives and targets of Carlisle Interconnect Technologies.

EXPORT COMPLIANCE DISCLAIMER

This position includes access or potential access to ITAR and/or EAR technical data. Therefore, candidates will need to qualify as a US Person which is defined as a US Citizen, or a Permanent Resident (Green Card Holder).

TRAVEL

10%; Limited based on needs

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be U.S. Person within the meaning of ITAR and EAR regulations.

EDUCATION and/or EXPERIENCE

Appropriate education and/or experience may be substituted on equivalent basis

* Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred.
* 1-3 years of IT service desk experience.

CERTIFICATES, LICENSES, REGISTRATIONS

* A+ Certification and ITIL Foundations Certification preferred

LANGUAGE SKILLS

* Ability to read, write, speak, and understand English.
* Proficient written and verbal communication skills.
* Ability to read and understand verbal and written instructions.

JOB SKILLS

* Must be experienced with PCs using Windows, MS Office (Word, Excel), Microsoft Project and preferably ERP/MRP software system such as SAP.
* Must be self-motivated and aggressive in the pursuit of winning business while minimizing risk to achieve sales growth and must be able to function effectively in a very busy environment and willing to work hours (travel) that are outside the norm.
* Must have exceptional work ethic, and the ability to manage and maximize time and company resources.
* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
* Self-directed with effective decision-making skills and judgment resulting in positive outcomes.
* Strong organizational, time management and analytical skills.
* Possess a sense of urgency to meet customer expectations.
* A team player that can relate to people at all levels of the organization and possesses excellent communication skills.
* Ability to define problems, collect data, establishes facts, and draw valid conclusions.
* Ability to effectively present information and respond to questions from managers, suppliers, and employees. Portrays a positive and professional image. Ability to establish relations with a wide range of personalities, cultural backgrounds, and educational levels.
* Ability to be flexible and able to function comfortably in a fast paced, constantly changing, and ambiguous environment while maintaining a positive team environment.
* Reliable and flexible to work additional hours on short notice to complete orders and/or special projects to meet customer demands.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is performed in a normal office environment with minimal physical risks involved. The noise level in the work environment is low to moderate.

PERSONAL PROTECTIVE EQUIPMENT REQUIREMENTS

* ASTM F-2412-2005, ANSI Z41-1999, or ANSI Z41-1991 rated safety toe shoes in specific areas
* Clear ANSI Z87.1 safety rated glasses in specific areas
* Hearing protection, in specific locations
* Ability to compile with JSA in specific areas

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled