IT Servicve Desk Support

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

Benefits offered by this job

PTO

Paid holidays

Tuition reimbursement

Pet insurance

Supplemental medical

401(k)

Job summary

Landis+Gyr, a global energy technology leader, is hiring an IT Service Desk Support in Alpharetta, GA. You will provide first contact IT support to end users via phone or email and manage tickets through our service desk tool, ensuring timely resolution and compliance.

You will work with hardware, software, networking issues, and contribute to knowledge base articles. Onsite support is primary, with potential remote work, and you will collaborate across time zones to deliver reliable IT services.

Qualifications

• Experience in a formal service desk environment.
• Ability to triage and escalate hardware/software issues.
• Strong customer service, problem solving, and documentation skills.
• English fluency across time zones and cultures.

Responsibilities

• Answer, triage, prioritize and resolve helpdesk tickets.
• Monitor queues and assign tickets to support staff.
• Escalate tickets per SLA requirements.
• Maintain accurate history and documentation.
• Perform Active Directory administrative tasks.
• Coordinate hardware/software issues with vendors.
• Contribute to internal knowledge articles.

Skills

Support desk experience

Customer service

English communication

Microsoft OS & M365

Active Directory

VPN knowledge

Hardware troubleshooting

Time management

Documentation skills

Multi-cultural collaboration

Education

Technical/Trade School

Tools

ServiceNow

Active Directory tools

Microsoft 365 Admin tools

VPN tools

Job description

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IT Servicve Desk Support

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

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