IT Service Desk Support

Landis+Gyr; Alpharetta (GA); On-site; USD 51,000 - 64,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with company match

Paid time off (PTO)

Paid holidays

Tuition reimbursement

Pet insurance

Job summary

Landis+Gyr is seeking an IT Service Desk Support to provide first contact IT support to end users, handling requests, incidents, asset management, onboarding/offboarding, and compliance tasks. This onsite role may include remote work support and requires strong customer focus and attention to detail.

The team supports a global organization with a client-focused service desk, leveraging knowledge bases and escalation to level 2 as needed.

Qualifications

• Technical/trade school diploma in computers or electronics.
• 1+ years in an IT service/help desk role.
• Experience with ServiceNow.
• Knowledge of Windows, M365, and AD.
• ITIL experience preferred.

Responsibilities

• Answer and triage incoming helpdesk tickets via service desk tool.
• Monitor queues and assign tickets to staff.
• Escalate tickets to meet SLA targets.
• Provide timely feedback to users.
• Maintain documentation and knowledge base.
• Assist with onboarding/offboarding of end users and assets.
• Coordinate procurement requests.
• Assist with workstation builds and software licensing.
• Follow Code of Conduct and Ethics Policy.

Skills

Customer service

English fluency

Time management

Problem solving

Documentation

Communication skills

Teamwork

Education

Technical/Trade School

Tools

ServiceNow

Active Directory

VPN

Microsoft 365

Job description

At Landis+Gyr, we're helping shape the future of energy—making it more intelligent, resilient, and sustainable.

As a global energy technology leader, we're accelerating the energy evolution through purposeful innovation and trusted partnerships. Trusted by more than 2,000 utilities worldwide, our intelligent solutions connect devices, data, and decisions across the grid, helping customers modernize infrastructure, optimize operations, and deliver energy that is more reliable, resilient, accessible, safe, and sustainable.

Behind every solution is a team of approximately 3,300 employees across more than 40 countries who are passionate about solving complex challenges, driving innovation, and making a meaningful impact for our utility customers and the communities they serve.

Join Team Green and help shape the future of intelligent energy.

Position Summary

The IT Service Desk Support will provide first contact IT support to the end user. The role predominately processes IT service requests, incidents, management of end users assets, onboarding/offboarding, projects and adherence to compliance activities. The end user normally contacts IT via phone, email or service desk tool, where first level analysis is done to review and resolve the ticket type. The IT Service Desk is supported through the use of knowledge base articles and a peer network. Where issues arise and further follow up is required, tickets can be escalated to level 2 in Client Services. The role requires a strong customer focus with a “can do” attitude as well as attention to detail and quality.

As Landis + Gyr is a global organization, Service desk support works beyond the local organization to provide support to the end user. The position predominately is onsite but remote work may be supported.

Key Responsibilities

• Answer, triage, prioritize and resolve incoming helpdesk tickets through the service desk system where users experience issues with hardware, software, networking and other computer-related technologies.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff.
• Ticket will be owned and escalated to comply with SLA’s.
• Provide prompt, honest, and accurate feedback to customer related inquiries or issues.
• Logs and tracks calls using service desk ticketing tool, and maintains history records and related documentation.
• Workstation build using various processes and tools.
• Ensures that only licensed software is installed through various reviews and compliance is adhered to.
• Coordinate hardware/software problems with third party support vendors.
• Ensure end user assets and information are managed and provided timely during onboarding/offboarding process.
• Coordination of procurement activities that initiates from a service request.
• Contribute to internal documentation, including knowledgeable articles, videos, and white papers.
• Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc).
• Supports and adheres to Company’s core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to Company’s Code of Conduct and Ethics Policy.
• Represents Company in a positive, professional manner when working with both internal and external customers.

Education & Experience

• Required Minimum Level of Education: Technical/Trade School
• Required Minimum Years of Experience: 1+

Desired Education/Experience

• Technical/Trade School in computers, electronic engineering or similar, or relevant industry experience.
• Working in an ITIL environment.
• Managing and working with service desk tools, like ServiceNow.

Required/Desired Certifications

• General network certifications.
• Computer certification is highly desired.
• Microsoft certifications highly desired.

Knowledge/Skills/Abilities

• Proven track record of working in support desk environment.
• Ability to Qualify/Triage/Escalate hardware/software issues.
• Excellent customer service, time management, problem solving and documentation skills.
• Ability to work across cultures and time zones with strong English skills.
• Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word.
• Good working knowledge of Microsoft operating systems, M365 and Active Directory.
• Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN).
• Exposure to multi-domain, multi-site networks.
• Familiarity with Dell, Lenovo and/or Toshiba hardware, including computers and copiers.
• Proactive “can do” attitude.
• Effective listening, constructive advice and the ability to understand others.
• Experience working with various A/V technologies.

Working Conditions

• Physical Requirements: Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.
• Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

As a part of the Landis+Gyr family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $50,908 - $64,384 per year.

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held.

All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We're committed to shaping a better future for everyone. Join Team Green and be part of what's next in energy.

#TeamGreen