Associate Technician, Service Desk

Martin Marietta; Raleigh (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Martin Marietta is seeking an Associate Technician, Service Desk to join a team delivering tier 1 hardware and software support to internal and external customers. This role will be on an on-call rotation and act as the face of Information Services, providing timely assistance across the business.

Responsibilities include phone-based support, service portal tickets, and collaboration with IT teams to resolve issues from start to finish while documenting changes and procedures for reference.

Qualifications

• Strong understanding of enterprise networking with A+ certification knowledge.
• Hands-on experience working in a Windows Environment with Windows 11 experience preferred.
• Experience working in a manufacturing or materials industry is a plus, but not mandatory.
• Preferred Helpdesk experience with strong written and verbal interpersonal skills.
• Primary understanding of Windows, hardware and network troubleshooting.
• Ability to break down processes and provide clear guidance.
• Excellent search capabilities.

Responsibilities

• Provide phone-based technical support (approximately 75%), with 25% support through self-service platforms like email or ServiceNow.
• Manage technical issues across enterprise systems while maintaining strong communication and customer service with end users.
• Maintain proper change management and HRIS configurations and procedures documentation. Respond promptly to incoming calls and self-service tickets.
• Work both break and fix tickets while helping with project work as needed.
• Help troubleshoot customer inquiries from start to finish.
• Gather information including who is affected, what the deviation is, when it last worked correctly, and how to get in contact with the appropriate people to follow up.

Skills

A+ Certification

Windows 11

Enterprise networking

ServiceNow

Active Directory

Tools

ServiceNow

Active Directory

Citrix

Job description

As an Associate Technician, Service Desk, you will work with a team of other analysts providing hardware and application support to our internal and external customers. This role will work in an on-call rotation and will act as the face of Information Services, providing tier 1 support to all levels of the business.

Responsibilities:

• Provide phone-based technical support (approximately 75%), with 25% support through self-service platforms like email or ServiceNow
• Manage technical issues across enterprise systems while maintaining strong communication and customer service with end users
• Maintain proper change management and HRIS configurations and procedures documentation.Respond promptly to incoming calls and self-service tickets
• Work both break and fix tickets while helping with project work as needed
• Help troubleshoot customer inquiries from start to finish
• Gather information including who is affected, what the deviation is, when it last worked correctly, and how to get in contact with the appropriate people to follow up

Qualifications:

• Strong understanding of enterprise networking with A+ level certification knowledge
• Hands-on experience working in a Windows Environment with Windows 11 experience preferred

• Experience working in a manufacturing or materials industry is a plus, but not mandatory
• Preferred Helpdesk experience
• Strong written and verbal interpersonal skills
• Primary understanding of Windows, hardware and network troubleshooting
• Ability to break down processes and provide clear guidance
• Excellent search capabilities

Preference:

• Familiarity with Citrix-related tasks, including understanding the transition to Island browsers, app store issues, and general app gateway functionality, and Active Directory

• Familiarity ServiceNow or other ITSM applications