Support internal and external customers as part of an on-call service desk team by delivering tier 1 hardware and application support.

Provide phone-based technical support for approximately 75% of interactions; handle 25% through self-service channels such as email or ServiceNow
Troubleshoot and resolve technical issues across enterprise systems while maintaining strong communication and customer service with end users
Respond promptly to incoming calls and self-service tickets
Maintain proper change management and HRIS configuration procedures documentation
Work on both break/fix tickets and support project work as needed
Support customer inquiries from start to finish, including follow-up
Collect required diagnostic details, including:
- Who is affected
- What the deviation is
- When it last worked correctly
- How to contact the right people for follow-up

Strong understanding of enterprise networking, with knowledge comparable to A+ level certification
Hands-on experience working in a Windows environment; Windows 11 experience preferred
Primary focus on Windows, hardware, and network troubleshooting
Ability to break down processes and provide clear guidance
Strong written and verbal interpersonal skills
Excellent search capabilities
Preferred: helpdesk experience
Plus (not mandatory): experience in manufacturing or materials industry

Familiarity with Citrix related tasks, including:
- Understanding the transition to Island browsers
- App store issues
- General app gateway functionality
- Active Directory
Familiarity with ServiceNow or other ITSM applications

Associate Technician, Service Desk

Job Description