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Service Desk Technician II

Posted 16 days ago

Contract to Hire Opportunity with a FULL suite of benefits!
Our client is a diversified, global portfolio of niche brands and businesses that manufactures highly engineered products and solutions for our customers. They are committed to generating superior shareholder returns by combining a unique management style of decentralization, entrepreneurial spirit, active mergers and acquisitions, and a balanced approach to capital deployment, all with a culture of continuous improvement as embodied in the company culture. Markets include commercial roofing, specialty polyurethane, aerospace, medical, defense, transportation, industrial, protective coating, auto refinishing, agriculture, mining, and construction.

Position:                   Service Desk Technician II
Location:                  Jackson, TN
Rate:                              $27/hr (DOE)

POSITION OVERVIEW

The Service Desk Technician will troubleshoot, diagnose and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Desk Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in the Service-now ticketing tool. Service desk hours are 8-5. A positive Customer Service oriented attitude is required.

KEY FUNCTIONS AND RESPONSIBILITIES

  • Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)
  • Escalate complex events to appropriate individuals, as necessary
  • Manage user and device event tracking through global ticketing system
  • Provide technical and troubleshooting assistance related to MS Windows/Office, MACs and other desktop applications
  • Source computer hardware, mobile devices and other technology tools and products and coordinate approval and payment
  • Receive, configure and deploy computer hardware, software, mobile devices and other technology tools and products
  • Enroll and administer mobile devices
  • Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers
  • Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions)
  • Provide limited technical and troubleshooting assistance related to the company's critical business systems
  • Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact
  • Assist division/corporate IT teams in becoming and remaining compliant with the company's IT security policies and minimum standards
  • Perform and document quarterly self-assessments and monitoring activities
  • Provide periodic assistance to internal and external auditors
  • Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines)
  • Ensure risks associated with changes to critical assets are considered and adequately mitigated prior to implementation (i.e., change control)
  • Liaise with third parties as it relates to any of the above
  • Perform or assist with other activities for which a Service Desk Technician might reasonably be expected to participate
  • Other duties, as requested

QUALIFICATIONS

•    Bachelor’s Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred
•    One to three years of relevant experience
•    Self-starter who takes initiative and requires minimal supervision
•    Strong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment
•    Customer focused with the ability to communicate to, and develop relationships with, all levels of the organization
•    Excellent written and oral communication skills
•    Ability to multi task
•    Team mentality and the ability to work effectively with diverse stakeholders
•    Attention to detail
•    Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities
•    General understanding of how financial systems support business goals and objectives
•    Occasional travel (up to 10%)
•    A+ Certification and ITIL Foundations Certification a plus

 

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.