IT Service Desk Technician

This is a contract to hire for a Retail Service Desk Technician In Louisville, KY

No Corp to Corp, H1B Visa and no sponsorship provided- no outside vendors

Must pass Drug screen and be vaccinated for Covid19

You will be responsible for handling day-to-day operations of all reported technical support issues by all employees. The ideal individual will provide tier 1 and 2 technical support for all reported incidents (break fix s) and requests (hardware, software or access). Additionally, a Retail Service Desk Technician, Operations must be able to work independently and as part of a 5-technician team. Lastly, this individual must be proficient in both Windows OS and Mac OSX, as well as all Microsoft Office applications.

Shift- 9:30pm-6:00pm. Tues-Sat

During training, their schedule would be Mon-Fri 9:30am-6:00pm

This is a critical role within the organization and requires good customer service skills and prioritization skills. Success will be measured by problem-solving skills and the ability to evaluate and resolve a wide variety of reported incident types.

This position will report to the Supervisor, of Retail Service Desk Operations

Primary Responsibilities:

• Embody our culture and values through a high degree of self-accountability acting as a model for all team members both internally or externally.
• Work with cross-functional teams such to provide timely and responsible outcomes to needs and requests

• Manage ticket queues and routing tickets to the appropriate technicians for resolutions
• Provide tier 1, 2 and 3 technical support
• Troubleshoot: PC/Mac hardware, peripherals and communication devices
• Provide software support, including but not limited to, OSX, iOS, Android, Windows 10, MS Office 365, Adobe Creative Cloud JAMF, and all propriety software
• Provision and deploy: PC/Mac hardware, peripherals and communication devices
• Receive, prioritize, and resolve end user incidents in accordance with IT Service Desk SLA s
• Logs and tracks issues using IT service management system, and maintains history records and related problem documentation
• Research and troubleshoot unfamiliar errors using an online knowledge base and other resources to effectively identify and resolve problems
• Participate in writing and organizing documentation: team documentation, end user how-to guides and other information that will be used in IT Service Desk knowledge base for future support
• Contribute in team projects and tasks
• Perform routine preventive maintenance checks
• Support special meeting events, video and teleconferences
• Keep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects
• Ensure the timely resolution or escalation of assigned service desk tickets to minimize impact to the users
• Adhere to team processes, procedures, policies and job aids

Position Requirements:

• 1-3 years of experience in corporate IT technical support role
• Ability to socially interact with Customers, Employees and Business Partners inside and outside of the business.
• Ability to work with large teams setting personal and professional goals for themselves and others.
• Great interpersonal skills, a positive attitude, and the ability to thrive in a fast-paced environment
• Have a high degree of comfort dealing with ambiguity, including the ability to take initiative when an opportunity provides itself.
• Self-motivated, a good communicator with an innate ability to bring the best out in others.
• The ability to multi-task, set priorities and work well under pressure.
• This position involves constant moving, talking, hearing, reaching, grabbing, and standing for at least two consecutive hours. May occasionally involve stooping, kneeling, crouching, and climbing ladders.
• Strong knowledge of PC and Mac hardware and software

• Working knowledge of Active Directory, Azure AD, Exchange Mailbox administration, Microsoft Office Suite, JAMF, Microsoft Teams, Sharepoint, Group Policies
• Experience with NTFS and file share permissions
• Experience with TCP/IP Suite
• Experience with AV technology
• Experience with the following Operating Systems - Windows and Mac OSX, iOS & Android

• Ability to multitask in a dynamic environment
• Experience working in a team-oriented and collaborative environment
• Willingness to work irregular and overtime hours on occasion, as needed
• Travel Required

• Excellent attitude and willingness to learn
• Excellent oral and written communication skills to explain complex technical resolutions to end users
• Strong problem-solving skills
• Lifting computers and peripherals

• Certifications are a plus: (CompTIA A+, Network +, MCSA, CCENT, ITIL)
• Prior experience client management tools are a plus: (Meraki, JAMF, Jira Service Desk, Cherwell, LogMeIn,)
• Applicants must be 18 years of age or older and fully vaccinated against COVID19
• Must pass background check.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.