Service Desk Technician

Apogee Services Inc.; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive Benefits Package (Medical,

Dental, Vision, Life, Disability)

401(k) with employer contribution and

Employee Stock Purchase Plan with

Paid Time Off (Vacation and Sick Time)

Paid Holidays

Tuition Reimbursement Program

Employee Assistance Program (EAP)

Wellness Program

Training and Career Progression

Job summary

Apogee Services Inc. seeks a Service Desk Analyst to provide enterprise-wide end-user support and troubleshoot IT issues. You will respond to service requests, set up new users, and maintain asset inventories while aligning with SLAs and standards.

Role involves rolling out new tech, training users, and occasional after-hours on-call support. A CS/IT degree and 1+ year service desk experience are preferred.

Qualifications

• Associates or Bachelors degree in Computer Science or equivalent highly desired.
• 1+ years of Service Desk/Help Desk experience.
• 1+ years in Microsoft operating systems and related apps (Windows 7 preferred).
• Ability to work flexible hours and travel up to 10%.

Responsibilities

• Provide end-user support for IT-related services and devices.
• Follow Service Desk processes and document issues in tickets.
• Set up new users and maintain system access and passwords.
• Maintain equipment and software licenses inventory.
• Provide on-call support for off hours as needed.
• Assist in introducing new technical products and training users.

Skills

Client service orientation

Written communication

Verbal communication

Problem solving

Education

Associates or Bachelors degree in Computer Science

Certification in technical discipline considered

Tools

Windows OS

IOS devices

Networking basics

AV/VoIP equipment

Printers and mobile devices

Job description

Apogee Services Inc.

General Description

The Service Desk Analyst utilizes their knowledge of technology to provide enterprise-wide support to Apogee Enterprises. The position requires technical knowledge to quickly identify, diagnose and troubleshoot end-user support issues to ensure they are successfully resolved to the customers’ satisfaction and in accordance to the department's Service Level Agreements and Apogee technology standards.

In this role, the incumbent will:

Provide end-user support for all IT-related services. Participate in introducing new technical products to the environment. Provide end-user support for all IT-related services: Ensure service requests are acknowledged and resolved in a timely manner with a high degree of customer service and technical expertise.

• Follow the established Service Desk processes to respond to end-user requests, create detailed work tickets and resolve or elevate issues as appropriate.
• Provide day-to-day support for user endpoints including, but not limited to, desktops, laptops, printers, mobile devices, AV and VoIP equipment, as well as standard software applications.
• Set up new users (hardware, client, system access, telephone, etc.) and maintain user access to systems (reset passwords, disable access, etc.).
• Maintain an accurate inventory of all equipment, software and software licenses.
• Provide on-call support for off hours as needed.

Participate in introducing new technical products into the environment:

• Continuously learn features and functionality of the latest standard software and hardware releases.
• Provide input regarding business requirements and/or specifications for user endpoint projects and rollouts.
• Pilot test and work to resolve any issues with the new technology as assigned.
• Participate in rolling out new products to end users, including training and follow-up support.
• Author, contribute to and publish support-related documentation to internal knowledge-base.

Minimum Requirements

Associates or Bachelors degree in Computer Science or equivalent highly desired (certification in a technical discipline will be considered).

• 1+ years of working experience in a Service Desk/Help Desk environment.
• 1+ years of working experience with Microsoft operating systems and other applications (experience working with Windows 7 preferred).
• Working knowledge of networks.
• Working knowledge of IOS based products.
• Ability to work flexible hours as needed.
• Ability to lift and move equipment weighing up to 50 pounds.
• Availability to travel up to 10%.

Extremely strong client service orientation. Strong written and verbal communications skills; ability to communicate and interact at all levels of the organization. Ability to work under pressure in order to meet deadlines; flexible and quickly adaptable to changing priorities. Ability to present information in a manner that can be understood by non-technical staff. Project skills and experience a plus. Demonstrated problem solving skills are required. The position will require original and independent thinking to drive all issues through to resolution.

Our Benefits

We care about and invest in our employees. We are proud to offer a comprehensive benefits package designed to support their well-being and foster professional development. Here is a glimpse of what you can look forward to if you join our team.

• Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)
• Incentive Plans
• 401(k) with employer contribution and match
• Employee Stock Purchase Plan with employer match
• Paid Time Off (Vacation and Sick Time)
• Paid Holidays
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Wellness Program
• Training and Career Progression

Apogee and our brands are an Equal Opportunity Employer.

By definition, Apogee means "highest point." It's no coincidence that it's also the name of our company. For over 70 years it is a name that has inspired and driven us to achieve a higher level of excellence in all we do. We are not satisfied with the status quo. We aim higher, think big, and endeavor to create even more value for every Apogee stakeholder. We strive to create peak value. Apogee is a leader in architectural products and services. Our glass and aluminum window, storefront and curtainwall systems make buildings look great, reduce energy consumption, and protect occupants and property. Our highly skilled team designs glass and metal building façades, completes massive orders for skyscrapers on time, and manages complex window, curtainwall and storefront installation projects. We are also a leader in the protection and conservation of all things framed and displayed. Our Tru Vue business provides high-performance glass and acrylic products for the custom framing, fine art, and technical glass markets. Apogee Enterprises, Inc. and our brands are equal opportunity employers.

All qualified applicants will received consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status or any other characteristic protected by state or federal law.