Associate Technician, Service Desk

Martin Marietta; Raleigh (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Martin Marietta is seeking an Associate Technician, Service Desk to join a team delivering hardware and application support for internal and external customers. The role includes an on-call rotation and acts as the face of Information Services, providing tier 1 support across the business.

You will handle break/fix tickets, gather relevant details, and escalate when needed, while maintaining changerequest documentation and HRIS procedures.

Qualifications

• 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.

Responsibilities

• 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

Helpdesk experience

Interpersonal skills

Windows support

Hardware troubleshooting

Network troubleshooting

Process documentation

Information gathering

Tools

Citrix

Active Directory

ServiceNow

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

• 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

• 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 hosted applications and Active Directory
• Familiarity ServiceNow or other ITSM application