Service Desk Technician

ZT Group Intl; Secaucus (NJ); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive base salary

401(k) retirement savings plan

Tuition reimbursement for eligible教育

Job summary

ZT Systems in Secaucus, NJ is seeking an entry-level Service Desk technician to manage Enterprise tickets across internal and external case management systems. You will own ticket follow-up and engage broader support teams to ensure tickets are addressed within SLA.

Responsibilities include updating tickets, assigning and escalating tasks, and maintaining correct notes and statuses. You will support field technicians and other teams while seeking continuous improvements and maintaining strong

Qualifications

• Hardware knowledge and understanding of component failures.
• Associate degree or relevant IT certifications.
• 1+ year IT support experience.
• Experience with Microsoft 365 suite.

Responsibilities

• Manage and update customer tickets across case management systems.
• Assign, escalate, and track tickets to meet SLA.
• Ensure accurate notes, categories, and ticket statuses.
• Follow ticket resolution checklists.
• Collaborate with field technicians and other teams.
• Provide feedback and identify opportunities for improvement.
• Own the customer experience and drive service improvements.

Skills

Analytical thinking

Communication skills

Team player

Proactive problem-solving

Education

Associate degree in IT or related field

A+/Network+ (preferred)

Tools

Microsoft 365

Case management systems

Job description

About The Role

The entry-level Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.

What You Will Do

• Maintain customer tickets within our case management system and update our Customer's case management system.
• Controlling the process of receiving, assigning, and completing internal tickets.
• Ensuring there are correct notes, categories, and statuses for tickets.
• Ensuring ticket resolution checklists are being followed.
• Staying updated on the progress of resolving the tickets within SLA.
• Ensuring Field technicians are following all company standard operating procedures.
• Support other teams within the organization as needed.
• Identify opportunities for improvement.
• Provide ongoing feedback and guidance.
• Own the customer experience and drive initiatives for improvement

What You Bring

• Follows procedures to communicate, report, and escalated incidents to appropriate Shift leads.
• Learns the client's business and maintains a strong client focus to understand the impact of their work when working on tickets and assigned tasks.
• Fundamental understanding of computer architecture. (CPU, power supply, memory, graphics cards, flash memory, etc.)
• Technically curious, wanting to expand their knowledge and experience within the enterprise computing space.
• Experience working in an IT support environment
• Analytical, problem-solving, and detail-oriented
• Strong oral and written communication skills
• Proactive, positive, deliberate, and focused thinking
• Contributes to a positive and effective team environment by sharing information with others, contributing to regular team meetings, asking questions, and staying apprised of the status of others' work.

Minimum Qualifications

• Computer or Server hardware knowledge with an understanding of component & system-type failures
• Preferred: Associate degree in IT, Computer Science, Electronics, or a related field; relevant technical certifications (A+, Network+, Server+, etc.); or equivalent experience.
• Preferred: 1+ years of experience in hardware testing and break-fix
• 1+ years of experience operating in an IT support environment
• Comfort working with 365 suite of tools

About ZT Systems

At ZT Systems, a Sanmina Company, you'll get to do work you are proud of alongside smart, passionate people. Every day, there are opportunities to collaborate with the best in the industry to design, build, and deliver impactful solutions to world-class customers. Along the way, you will gain hands-on experience in a fast-paced environment that's challenging, rewarding, and career-defining.

A culture built around our values we work hard and think fast. We view challenges as opportunities-to do better, push harder, and be faster than we were the day before. When we fail, we learn from it and move on together. And when we succeed, we use the momentum to go even further. We create value with everything we do, building the foundation of today-and transforming the future of tomorrow.

Join ZT Systems and help us build technology infrastructure that connects the world.

What We Offer

Compensation & Financial Security

• Competitive base salary
• Performance-based annual bonus eligibility
• 401(k) retirement savings plan
• Tuition reimbursement for eligible education programs

Health & Wellness

• Comprehensive medical, dental, and vision coverage with access to leading providers
• Mental health resources and employee wellness support programs-
• Company-paid life and disability insurance

Time Away & Work-Life Balance

• Paid time off (PTO) and company-paid holidays
• Parental leave and family care support programs

Growth & Purpose

• Structured training programs and on-the-job learning opportunities
• Matching gifts and volunteer programs to support causes you care about

These benefits are available to eligible employees and are designed to grow with you as your career evolves. Full benefits and eligibility varies by work location. Learn more about our benefits here.

ZT Group Int'l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal,