Service Desk Specialist

CBTS; East Hanover (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

CBTS is seeking a skilled IT Support professional for a factory environment. You will handle incident, problem and service requests, provide workarounds, and perform deskside and remote support for Windows systems, printers, and Zebra scanners. You will escalate complex issues, contribute to testing and deployment, and stay current with evolving IT practices.

Experience in a manufacturing setting and familiarity with AD, LAN/WAN, and hardware support are essential for success in this role.

Qualifications

• Certification/Training in the assigned area will be an added advantage.
• Minimum 2 years of experience in domain of expertise.
• 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.).
• Level 2-3 Support functions
• Factory / manufacturing environment, focused on hardware support
• Mostly Windows environment, basic troubleshooting
• Not a lot of phone support or call-ins

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.
• 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 in new IM&T Service testing, deployment and stabilization.
• Maintain and stays current with evolving Information technology.

Skills

Windows OS

Printer support

Barcode scanners

IT infrastructure

Active Directory

L2-L3 support

Factory environment

Remote support

Hardware troubleshooting

Automation

Education

Certification/Training in the assigned area

Job description

Location: Factory / manufacturing environment

Core Responsibilities

Technical Support

• 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 in 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.

Qualifications

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.).
• Level 2-3 Support functions
• Factory / manufacturing environment, focused on hardware support
• Mostly Windows environment, basic troubleshooting
• Automation
• Most systems in-house
• Hard hat and steel toe shoes required
• Not a lot of phone support or call-ins

Schedule

• Monday through Friday, 8-5pm
• No regular OT
• Occasional late night support
• Delivery center available for weekends; rarely need for help on a Saturday
• 2-week training period
• Need to be motivated to support task list