What are the responsibilities and job description for the Service Desk Technician position at CoolSys?
CoolSys is the parent company of market-leading operating businesses that provide a full spectrum of best-in-class service experiences and solutions to the retail, commercial, and industrial refrigeration and HVAC industries. Our valued and dedicated employees are at the heart of our continued growth and success. We invite you to be part of that growth!
Job Summary
CoolSys, Inc. is currently searching for a service desk team to provide technical support for our corporate and field associates. This person will be a self-starting problem solver with passion in customer service. This person should also have the desire to learn and expand your technical knowledge by working with fellow service desk team members and senior technical resources. You should have experience with technical support via phone, email and remote assist. Strong organizational and communication skills are required.
Primary Responsibilities
Requirements:
Experience, Knowledge & Skills is a plus:
Job Summary
CoolSys, Inc. is currently searching for a service desk team to provide technical support for our corporate and field associates. This person will be a self-starting problem solver with passion in customer service. This person should also have the desire to learn and expand your technical knowledge by working with fellow service desk team members and senior technical resources. You should have experience with technical support via phone, email and remote assist. Strong organizational and communication skills are required.
Primary Responsibilities
- Prioritize incoming calls, tickets and email for technical assistance over the phone and email incoming from CoolSys and subsidiary companies.
- Meet and exceed SLA while resolving incidents in a timely manner while upholding customer service standards.
- Create detailed incidents for all issues within our ticketing system.
- Responsible for providing technical assistance and support related to computer systems, hardware, printers, and software.
- Provide in-person, remote support tool, and over the phone technical support to troubleshoot and resolve systems and software issues.
- Run diagnostic programs, isolates problem, and determines and implements solution.
- Provided VPN support including configuring, troubleshooting and training.
- Troubleshoot networking and application related issues & escalate as needed.
- Onboarding and Offboarding associates: new hire, offboarding coordination, creation/disable accounts, configuring/installing software and equipment.
- Managing groups and IT security access in Active Directory and Office 365.
- Create documentation for department processes with knowledgebase.
- Provide mobile devices support (iOS mobile and tablets and Android mobile and tablets but not limited to), and responsible for maintaining enterprise mobile standard, policies and implementation practices.
- Provides support for Enterprise apps and apps in App store as well as supporting testing of new mobile technologies of software, apps, hardware.
Requirements:
- Minimum 3 years of service desk experience or support in IT.
- Fundamental knowledge of computer hardware and components.
- Experience with Windows 7, 10 and Mac OS.
- Experience with Active Directory.
- Experience with Office 365.
- Experience with mobility support (iOS and Android).
- Experience troubleshooting network connectivity issues.
- Excellent verbal and written communication skills.
- Excellent customer service skills.
- Excellent team work ethic.
Experience, Knowledge & Skills is a plus:
- Ability to learn new systems quickly is a plus.
- Experience with asset management is a plus.
- Experience with troubleshooting Citrix Presentation Server Clients is a plus.
- ServiceNow ITSM experience is a plus.
- MDM (Soti MobiControl) experience is a plus.
- SCCM experience is a plus.
- Microsoft Intune (Endpoint Management) experience is a plus.
- TeamViewer experience is a plus.
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