Desktop Support Technician

L3Harris; Fort Wayne (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company in the aerospace and defense industry seeks a Desktop Support Technician to provide technical support and problem-solving for end users. Ideal candidates should possess strong communication and technical skills, along with relevant experience. Join us to enhance IT services and support critical operational needs.

Qualifications

• 6 years prior experience with HS Diploma or equivalent, or 2 years experience with 2 year post-secondary/AA Degree.
• Certifications in ITIL V3, HDI, A+, Security+ or Network+ desirable.
• MCDST certification or equivalent experience preferred.

Responsibilities

• Provide day-to-day hands-on support to end users.
• Manage and document all support requests through the help desk system.
• Work with IT teams to diagnose and resolve issues.

Skills

Problem-solving

Communication

Troubleshooting

Customer Service

Education

HS Diploma or equivalent

2 year post-secondary/AA Degree

Tools

IT Service Management Tools

Job description

Description: Job Title: Desktop Support Technician Job Code: CHQ20231306-102354 Job Location: Fort Wayne, IN Job Schedule: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off

Job Description:

Customer service oriented IT Technician to provide day-to-day hands-on support to the organization’s end users on a variety of issues; identifies, researches, and resolves technical problems; responds to telephone calls, email, and personnel requests for technical support; documents, tracks, and monitors problems to ensure timely resolutions. This position interfaces directly with internal customers and various departments. The ideal candidate will possess strong problem solving and communication skills, and have advanced knowledge of various operating systems, software programs, and computer related hardware. Other areas of responsibility include but are not limited to LAN support, break/fix, software/hardware upgrades, application installations, image management, and inventory management. This position will work closely with other members of the IT Department to drive reported incidents to closure.

Essential Functions:

• Prioritize, maintain, and resolve on-site IT technical issues and escalations within scope.
• Ability to work in fast paced environments and adapt quickly to changing situations.
• Prepare, configure, and deploy desktop computer systems including imaging computers and maintaining image library.
• Ensure ongoing usability of desktop computers, peripheral equipment and software within established company standards and guidelines while ensuring optimum equipment performance and longevity.
• Manage and document all support requests, current status, and communications through the help desk system.
• Manage/maintain ITSN inventory of hardware materials.
• Work with vendors when necessary to resolve technical problems with hardware and software.
• Work with Network, Server, and Applications Administrators to diagnose and resolve issues.
• Support management of network closets and server rooms with service framework providers within scope.
• Work with all IT Departments and Service Areas in support of IT Shared Services and effective resolution to customer support needs.
• Effectively diagnose and resolve unique, non-recurring problems with limited supervision.
• Perform to established service level agreements (SLA), requirements leveraging best practice and L3Harris standards and processes. Analyzing and acting upon SLA’s and metrics data to ensure customer service and customer satisfaction.
• Elevate immediately to L3Harris IT leadership any potential risks and concerns that could have significant impact on the sites ability to meet customer expectations and contractual requirements for both internal and external customers.
• Guide continuous improvement efforts for the IT Customer and Site Operations service delivery.
• Ensure consistent and appropriate communication with end users, BRM’s, and Site-level Leadership for IT operations, service inquires and issues.
• Ability to obtain a U.S. Security clearance.

Qualifications:

• HS Diploma or equivalent with 6 years prior experience, 2 year post-secondary/AA Degree and 2 years prior experience.

Preferred Additional Skills:

• Certifications in ITIL V3 Foundations, HDI, A+, Security+ or Network+.
• MCDST certification or equivalent experience.
• Working knowledge of an IT Service Management (Remedy or Service Now).
• Detail-oriented, accurate and well organized.
• Strong problem-solving and trouble-shooting skills.
• Excellent oral and written communication, interpersonal and organizational skills.
• Ability to work independently and efficiently to meet deadlines and established response times is essential.
• Ability to establish and maintain a good working relationship with other professionals to provide support and resolve issues.

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About the company

L3Harris Technologies is an agile global aerospace and defense technology innovator, delivering end-to-end solutions that meet customers’ mission-critical needs. The company provides advanced defense and commercial technologies across air, land, sea, space and cyber domains.

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