Job DetailsLevel Experienced Job Location American Fuji Seal BTN - Bardstown, KY Position Type Full Time Education Level 2 Year Degree Salary Range $44945.60 - $56182.00 Salary Job Shift 1st Shift DescriptionSummary/Objective: The IT Desktop Support Technician is responsible for providing escalated end user technical support, monitoring, escalating, and follow-up for reported problems while providing exceptional customer service to the end-user. Specific Responsibilities and Essential Functions:
- Provides escalated technical support to internal/external users by responding promptly to escalated support tickets.
- Builds and maintains high quality customer relationships through consistently demonstrating a high level of professional service and demeanor.
- Gathers advanced information to drive tickets to resolution and documents the ticket appropriately.
- Is responsible for researching solutions using the internal Knowledge Base, or external support documentation to attempt to resolve the user's issue through diagnostic techniques, analytical questioning, and end-user inquiry.
- Analyzes and determines service priorities based on business need and user impact.
- Build and maintain high quality customer relationships through consistently demonstrating a high level of professional service and demeanor
- Follow-up to ensure issues are resolved prior to closing ticket.
- Documents all troubleshooting steps, and resolution, in the ticket then escalates unresolved items or resolves completed items.
- Collaborates with Infrastructure team for advanced troubleshooting when required for escalations
- Assists in guiding the IT Help Desk Technician(s) with development of technical knowledge
- Performs all IT Help Desk Technician duties as needed.
- Performs all other duties as assigned
QualificationsCompetencies and Qualifications:
- Safety and Compliance: Consistently demonstrates safety first mindset, adheres to company safety and security policies and dedicated to employee safety and well-being.
- Decision Making: Exercises independent judgment and discretion in matters of significance in a face paced environment.
- Direction Setting: Possesses strong project management and organizational skills, including excellent written and verbal communication skills, to manage multiple priorities in a deadline-oriented environment.
- Teamwork: Demonstrates strong listening skills; values and respects others' ideas and contributions
- Conflict Resolution: Must be able to anticipate, diffuse and resolve disagreements, confrontations, tensions, and complaints in a practical and constructive manner to achieve results
- Customer Focus: Possesses excellent interpersonal skills which are needed to establish and maintain an influential relationship with other key decision makers in the Company.
- Execution: Ability to focus on goals, metrics, and results. Takes ownership and accountability for self and department. Uses resources efficiently, effectively, and timely.
- Innovation: Must demonstrate an open and growth mindset, embracing change, stepping out of comfort zone, and applies creativity in generating ideas and solutions.
- Analytical: Ability to approach troubleshooting, project development and business performance analytically.
- Dependability: Regular reliable attendance and demonstrates strong work ethic.
Education and Experience:
- Associates of Science degree in IT or related field
- Minimum of 2 years experience in IT Help Desk Support or equivalent role.
- Proficient in basic Microsoft technology and applications, automation/remote control products, hardware troubleshooting and installation.
- Experience with basic account administration, file permissions, IT Troubleshooting, and basic application support.
Physical Demands:
- Ability to walk/stand for long periods
- Able to move and lift up to 40 lbs.
- Able to reach and bend
Travel Required:
- Ability to travel 10% domestic
Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.