IT Service Desk Technician

SUMMARY

The IT Service Desk Technician I is the first point of contact for customers seeking technical assistance. Whether over the phone or via email, they provide essential support to end-users, ensuring their satisfaction and efficient technology operation. This role involves diagnosing and resolving basic to moderate technical issues, maintaining accurate records, and collaborating with internal teams to improve procedures.

ESSENTIAL JOB FUNCTIONS

• Receive, prioritize, and respond to Service Desk requests by established service-level agreements (SLAs).
• Manage user and device event tracking through the global ticketing system.
• Resolves issues with computer hardware, software, mobile devices, printers, and other technology tools via phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Walk customers through problem-solving processes.
• Direct unresolved issues to the next level of support personnel.
• Identify and suggest possible improvements to procedures.
• May assist with software or device installations, user profile setups, or password resets.
• Maintains records and tracks incidents and requests in the Service-now ticketing tool.
• Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines).
• Provide periodic assistance to internal and external auditors.
• Ensure risks associated with changes to critical assets are considered and adequately mitigated before implementation (i.e., change control).

*Other duties as required in support of the department and the company*

SUPERVISOR RESPONSIBILITIES

The responsibilities of this role do not include supervising other employees.

QUALIFICATIONS 

To succeed in this job, an individual must satisfactorily perform each essential job function. The requirements below represent the required knowledge, skill, and ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and EXPERIENCE

• A bachelor’s degree in computer science, information systems, or a related field or equivalent work experience is preferred.
• 3+ years of IT help desk technician experience.
• Experience with Windows, MS Office, and Microsoft Projects is required.
• ERP/MRP software such as SAP is required.

CERTIFICATES, LICENSES, REGISTRATIONS

• A+ Certification and ITIL Foundations Certification required.

LANGUAGE REQUIREMENTS

• Excellent verbal and written communication skills in English.
• Ability to read and understand verbal and written instructions.
• Conversational in any other language preferred.

MATHEMATICAL SKILLS

• Basic arithmetic: add, subtract, multiply, and divide whole numbers, fractions, decimals, and percentages.

JOB SKILLS

• Tech-savvy with working knowledge of office automation products, databases, and remote-control tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve fundamental technical issues.
• Customer-oriented, positive attitude, and cool-tempered.
• Ensuring timely response and maintaining quality standards.
• Reliable and flexible, willing to work added hours on short notice to complete orders and special projects and meet customer demands.

PHYSICAL DEMANDS

As part of their job duties, the employee must be able to sit, stand, and walk throughout the day while frequently using their hands to handle objects and communicate verbally. Additionally, they may need to reach, stretch, push, pull, crouch, stoop, and occasionally lift objects weighing up to fifty (50) pounds. This role requires specific vision abilities, including close, distance, color, peripheral vision, depth perception, and the ability to adjust focus. According to ADA regulations, reasonable accommodation will be provided to ensure that individuals with disabilities can perform the job's essential functions.

WORK ENVIRONMENT

This is an air-conditioned work environment where employees have desks or cubicles and work in a fixed location. The physical environment is usually comfortable, well-lit, and equipped with the necessary facilities and hardware. The company culture is a culture of teamwork, communication, continuous improvement, business casual, strategic, and goal-oriented. The working conditions are stable, predictable, and secure.

ENVIRONMENTAL POLICY

Carlisle Interconnect Technologies is fully committed to minimizing the environmental impact of its operations, activities, and products. To achieve this, we adhere to all applicable environmental regulations and laws, prevent pollution, and continuously improve our environmental performance in all our global operations. This is possible through an Environmental Management System that provides a framework for setting and reviewing our environmental objectives and targets. We aim to identify and reduce any negative environmental impact our business activities may have.

PERSONAL PROTECTIVE EQUIPMENT REQUIREMENTS

• ASTM F–2412–2005, ANSI Z41–1999, or ANSI Z41–1991 rated safety toe shoes in specific areas.
• Clear ANSI Z87.1 safety-rated glasses in specific areas.
• Hearing protection in specific locations.
• Ability to compile with JSA in specific areas.

EXPORT COMPLIANCE DISCLAIMER

This position includes access or potential access to ITAR and EAR (Export Administration Regulations) technical data. Therefore, candidates must qualify as US Persons, defined as US Citizens or Permanent Residents (Green Card Holders).