IT Service Desk Technician

Title: Service Desk Technician
Classification: Hourly
Reports To: IT Operations Manager
Position Type: Full-time
1st Shift: Monday – Friday 8am – 5pm
Starting Pay Rate: $24/hour

ABOUT SCHUPAN

We believe our employees make us the best.
To support our employees, we provide benefit offerings for our employees to choose what fits their life.
Offerings include medical, dental, company paid employee only dental, dental for dependents, company paid core vision for employee and family, HSA, FSA, 401k, company paid group life and AD&D, voluntary life, short and long-term disability, fitness incentives, wellness premium discount, pet insurance, paid parental leave, tuition reimbursement, and EAP.
Core Values
At Schupan, we want to positively impact our people, community, and planet every day. We believe our core values foster a culture of excellence through growth.
Schupan & Sons, Inc. expects all employees to perform their job duties and consistently follow the core values.

– Integrity -We are honest in our interactions to foster trust, accountability, and responsibility.
– Empowerment -We are committed to providing the resources necessary to elevate our employees & our business to excellence.
– Sustainability -We are dedicated to the wellbeing of our communities, our people, our environment and to the long-term success of our business.
– Compassion -We are inspired to help others and committed to a workplace of kindness, understanding, and respecting others diverse perspectives and experiences

SUMMARY
Our Service Desk Technicians are the face of IT Operations and serve as the first point of contact for employees seeking technical assistance. Establishing a positive and supportive relationship with end users is essential.

The ideal candidate for the Service Desk Technician position possesses technical and customer service skills, a high work ethic, and shows potential for leadership. This position requires a wide skill-set and is high energy.

A large portion of the Service Desk Technicians time is dedicated to answering phones and live chats, responding to web tickets, and providing walk up customer service, as well as proactively solving problems and providing timely and professional customer service to employees.

ESSENTIAL FUNCTIONS

– Monitor support lines and ticket queues for issues
– Clearly document requests in ticketing system
– Maintain accurate inventory of all assets
– Provision and support mobile devices and workstations
– Deploy and repair peripherals
– Manage identities and permissions in Active Directory and Entra
– Work off hours and travel to remote locations when needed
– Provide on-site and remote support to end users
– Collaborate with outside support partners
– Adhere to security practices and policies
– Function within an industrial environment
– Must be able to interact in-person with peers and the public
– Maintain regular and predictable attendance
– Must be able to handle high stress situations
– Ability and disposition to continuously learn
– Perform other duties as assigned by the IT Operations Manager

POSITION QUALIFICATIONS

BASIC EDUCATION AND EXPERIENCE

– Minimum of 2 years related experience and/or training
– Associates degree or other post-secondary education (preferred)
– An equivalent combination of education and experience

SKILLS AND ABILITIES

Thorough understanding of common co