Information Technology Service Desk

CBTS; New Bedford (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

CBTS is seeking an IT support specialist to handle incident, problem and service requests in a factory environment. You will provide deskside and remote support, manage Zebra printers and scanners, and ensure SLA-based resolutions for Microsoft operating systems.

You will report to the Service Desk Manager or Senior Analyst, propose IM&T service improvements, escalate complex issues, and participate in testing and deployment of new services while staying current with evolving IT.

Qualifications

• Academic background certification/training in the assigned area is an added advantage.
• Minimum 2 years of experience in the domain of expertise.
• Strong knowledge of Microsoft-based operating systems.
• General knowledge of IT infrastructure: LAN, WAN, Windows servers, Active Directory.
• Good knowledge of informatics hardware (PC, printers, scanners, smartphones, etc.).

Responsibilities

• Involved in Incident, Problem and Service Request Management.
• Provide workarounds and solutions based on Service Level Objectives.
• Deskside and remote support required within Factory environment.
• Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners.
• Report/escalate issues to Service Desk Manager or Senior Service Desk Analyst.
• Propose modifications to IM&T Services to reduce user impact.
• Refer more complex problems to problem managers and/or senior level.
• Participate in new IM&T Service testing, deployment and stabilization.
• Maintain and stay current with evolving Information technology.
• Clarify tickets with requesters and communicate progress.
• Ensure satisfactory customer service and prompt response times.
• Share support knowledge with peers and maintain documentation.
• Escalate significant issues or outages to management.
• Develop and maintain good working relationships to achieve customer satisfaction.
• Ensure security rules implementation per policies.
• Will train up for 2 weeks.

Skills

Microsoft operating systems

IT infrastructure

Hardware support

Customer service

Remote/Desk-side support

Education

Academic background certification/training

Tools

Zebra printers

Zebra barcode scanners

Job description

• Involved in Incident, Problem and Service Request Management.


• Provide workarounds and solutions based on Service Level Objectives.


• Deskside and remote support required within Factory environment.


• Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners


• In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.


• Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.


• Refers more complex problems to problem managers and/or senior level.


• Participate to new IM&T Service testing, deployment and stabilization.


• Maintain and stays current with evolving Information technology.

Communication

• Clarify tickets logged with requesters and communicate about resolution progress.


• Ensure satisfactory customer service and prompt response times to the requesters.


• Share her/his support knowledge with peers in the same team and maintain associated documentation


• Communicate with user community to provide the status of open problems and the changes associated with new solutions


• Escalate significant issues or outages to the management


• Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security

• Ensure security rules implementation as per the policies.

Academic Background Certification/Training in the assigned area will be an added advantage.

Professional Experience Minimum 2 years of experience in domain of expertise.

Technical Skills Extensive knowledge in domain of expertise.

• Strong knowledge of Microsoft based operating systems


• General knowledge of IT infrastructure: Lan, WAN, Windows servers, active directory


• Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)

Details

• factory environment, focused on hardware support


• Hard hat, steel toe shoes


• Not a lot of phone support or call in’s


• Manufacturing environment


• Mostly windows, basic troubleshooting


• Will train up for 2-weeks


• Need to be motivated to support task list


• Can be occasion late night support


• Monday through Friday 8-5pm


• Have delivery center for weekends; rare if need help on a Saturday