Service Desk Support Technician / Job Req 805604167 (Manufacturing)
PRINCIPAL RESPONSIBILITIES:
Under general supervision, but according to established procedures, this position will assist in the implementation and support of the companys Information Systems Communications Networks (Local Area Network [LAN]). Provides guidance for personal computer hardware and software configurations. Provides technical support for company approved applications including remote communication, LAN's, and PC to host computer connectivity. Additional responsibilities include functioning as first level support for the Information System help desk by responding to and addressing all calls for assistance with computer problems and maintaining the physical security and operating environment of the computer room.
Principal responsibilities include:
User Support
Provide support for all computer users via phone, email, instant messaging, and the ticket system.
Follow the established procedures for call escalation.
Create, document, and edit knowledge base articles related to supporting our network and desktop systems, i.e., documenting of workstation and printer configuration.
Configure and setup new computer workstations and phones for new employees.
Troubleshoot workstation configuration problems and document solutions.
Upgrade software and hardware whenever necessary.
Perform user training as necessary.
Perform other duties as assigned.
Servers
Assist with installing the latest releases, upgrades, and patches to network operating systems.
Provide feedback to Sr Network Engineer and other I.S. staff regarding abnormal types or volumes of help desk calls and server related problems.
Maintain disaster recovery planning and documentation.
Participate in disaster recovery off-site testing.
Ensure availability of applications and network to users.
Ensure availability of access to TruCare and/or HealthSuite application for users.
Troubleshoot operational problems.
Telephone Systems
Provide support for AAH phone configuration, user adds, and changes.
ESSENTIAL FUNCTIONS OF THE JOB
Technical job knowledge: Performing computer related activities.
Communications: Preparing written and oral reports and documentation related key information services.
Teambuilding: Working with internal and external customers to build integrated multi-disciplined teams.
Asset mangement: Tracking all user assets throughout the device lifecycle management
Compliance: Complying with the organizations Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.
PHYSICAL REQUIREMENTS
Constant and close visual work at desk or computer.
Constant sitting and working at desk.
Constant data entry using keyboard and/or mouse.
Constant use of telephone headset.
Constant verbal and written communication with staff and other business associates by telephone, correspondence, or in person.
Frequent lifting of folders and various other objects weighing between 0 and 30 lbs.
Frequent walking and standing.
Occasional driving of automobiles.
Number of Employees Supervised: 0
MINIMUM QUALIFICATIONS:
EDUCATION OR TRAINING EQUIVALENT TO:
Bachelors Degree in computer science or a related field.
MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE:
One year demonstrated professional experience in the data processing or information systems field.
SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE):
Analytical and problem solving skills required.
Excellent customer service skills required.
Knowledge of Microsoft Active Directory.
Knowledge of Windows 10 and 11 desktop operating systems.
Ability to work in a multidisciplinary company.
Strong interpersonal skills, mature judgment, and diplomacy required to interact effectively with a broad spectrum of people, both individually and in groups.
Demonstrated ability to learn new technologies.
Ability to maintain professional demeanor under stress.
Ability to manage time effectively, set priorities appropriately, schedule calls.
Demonstrated strong listening skills.
Quick learner capable of being productive.
SALARY RANGE:$40.02 -$60.03 Hourly
The Alliance is an equal opportunity employer and makes all employment decisions on the basis of merit and business necessity. We strive to have the best-qualified person in every job. The Alliance prohibits unlawful discrimination against any employee or applicant for employment based on race, color, religious creed, sex, gender, transgender status, age, sexual orientation, national origin, ethnicity, citizenship, ancestry, religion, marital status, familial status, status as a victim of domestic violence, assault or stalking, military service/veteran status, physical or mental disability, genetic information, medical condition, employees requesting accommodation of a disability or religious belief, political affiliation or activities, or any other status protected by federal, state, or local laws.
