Job Description
Key Responsibilities:
• Provide End-user Support: Provide primary support for Lindt North America employees. Troubleshoot to determine the root cause and resolution of software and hardware issues. Support desktop and wireless phones, including installations. Document and update procedures related to currently deployed equipment.
• Manage Ticket Assignment and Resolution: Manage Service Now incident tickets for technical support and issue resolution, considering user requirements and issue context to ensure proper resolution. Manage ticket priority to meet company needs based on business location and requirements.
• Provide User management: Create, edit, and manage users and systems within the Active Directory Environment. Provide new hire deployments and system upgrades, relocate equipment as requested, and verify functionality. Manage user transfers, ensuring seamless account moves.
• Manage end-user equipment: Select and purchase new systems to meet company desktop, laptop, printer, and phone requirements. Maintain inventory of purchases, deployments, systems, and users. Manage vendors, outsourcers, and contractors to secure infrastructure-specific products and services. Working within the Modern Workplace parameters, image and deploy desktops and laptops.
• Incident management: Participate in severity one incidents, taking on either troubleshooting, technical response, or communication as assigned by the response team. This may include systems, power, network outages, and IT security incidents.
Personal Characteristics (Required):
• Strong analytical and problem-solving skills and ability to make sound and logical judgments.
• Strong interpersonal, written, and oral communication skills.
• Able to conduct research into issues and products as required.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound emergency decisions.
• Strong customer service orientation.
• Highly motivated and self-directed, with an attention to detail
Qualifications and Competencies (Required):
• 2-3 years’ hands-on experience in desktop support in a Windows-based environment, attending to various first-level user needs/issues, and hands-on experience in troubleshooting.
• Experience selecting, setting up, and imaging computer systems; experience Microsoft AD.
• Basic application and server support knowledge, including Microsoft O365 technologies.
• Basic knowledge of current IT Infrastructure protocols and standards.
• Experience working in a team-oriented, collaborative environment. Daily contact with the user community and daily communication during morning Scrum with other service desk administrators.
• Experience with cross-functional interaction with IT and all levels of customers within the organization.
Qualifications and Competencies (Preferred):
• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Business Administration, or related field and/or a combination of related work experience.
• Knowledge of current IT Service Delivery protocols and standards, including OSI and ITIL.
• Knowledge of and experience with Cybersecurity awareness, and security response.
• Basic experience supporting infrastructure networking devices, such as network switches.