IT Service Desk Support II

𝐉𝐨𝐛 𝐓𝐢𝐭𝐥𝐞: 𝐈𝐓 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐃𝐞𝐬𝐤 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐈𝐈 𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧: 𝐇𝐨𝐩𝐞𝐝𝐚𝐥𝐞, 𝐌𝐀 𝐃𝐮𝐫𝐚𝐭𝐢𝐨𝐧 : 𝐂𝐨𝐧𝐭𝐫𝐚𝐜𝐭 (𝐎𝐧-𝐬𝐢𝐭𝐞) 𝐉𝐨𝐛 𝐃𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧: - Job requires worker to be on-site being dependable and reliable - Travel to other locations within a 2-hour driving radius for support and project purposes, when remote assistance is not feasible. - Identify, troubleshoot, and resolve hardware issues, user access problems, and internal application or networking issues before escalation. - Manage assigned tickets through ServiceNow, creating and documenting all activities in the internal ticketing system, and updating the status to reinforce service level agreements. - Coordinate the on-site computing equipment inventory with active knowledge of device usage and purposes. - Develop partnerships with Operations to understand the business activities, both current and future, to advise on and contribute to the enhancement of technology best practices. - Respond to IT service phone calls, emails, and IMs promptly. - Adhere to IT policies and processes, following best practices in technical support and customer service, and provide training to end users when required. - Perform other duties as assigned. 𝐖𝐨𝐫𝐤𝐢𝐧𝐠 𝐒𝐡𝐢𝐟𝐭𝐬: - Monday to Friday - Night Shift 𝐂𝐨𝐫𝐞 𝐒𝐤𝐢𝐥𝐥𝐬: - Hardware support (RF scanners, printers, PCs, mobile devices, etc.) - Networking, security, messaging platforms - Windows & Linux OS - ServiceNow ticketing and IT service delivery 𝐏𝐡𝐲𝐬𝐢𝐜𝐚𝐥 𝐃𝐞𝐦𝐚𝐧𝐝𝐬: - While performing the duties of this role, the employee is frequently required to use their hands to handle or feel objects, tools, or controls, and to talk and hear. The role necessitates standing, walking, reaching with hands and arms, as well as stooping, kneeling, crouching, or crawling. The employee must possess the ability to lift and/or move objects weighing up to 50 pounds. Specific vision requirements for this job include close vision, distance vision, and peripheral vision. The noise level in the warehouse environment can be loud, and quiet in other settings. 𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 & 𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬: - Education (preferred but not mandatory): Associate's, bachelor’s degree in computer science or a related field, or technical diplomas or certifications. - 3 to 4 years of experience in a warehouse environment, executing most, if not all, of the essential duties and functions listed, and possessing the requisite knowledge, skills, and abilities necessary for the job, including the physical requirements. - Mandatory use of safety shoes.