What are the responsibilities and job description for the IT Service Desk Technician position at Manatt's Inc?
Company Information:
The success Manatts, Inc., enjoys today in the construction industry started 75 years ago. Back then, it was one man, one truck, and now our team of employees numbers more than 750 strong. We have dozens of ready-mix and asphalt production facilities around the state of Iowa. Our massive fleet of dump and ready-mix trucks serves thousands of job sites every year. In addition, our concrete and asphalt paving divisions, along with our various other crews, complete hundreds of projects every season.
IT Service Desk Technician:
The IT Service Desk Technician reports to the IT Operations Manager and is a member of the IT Operations Team. The Service Desk Technician position will be responsible for taking incoming requests for support via phone and email by gathering information from the end user, creating a trouble ticket and performing first level remediation actions including repair, replacement and installation of equipment, incident escalation and ticket resolution.
The Service Desk Technician directs and trains community-based technical resources and assists them with the resolution of a wide range of service issues, such as connectivity and device configuration, and maintenance and operation. The Service Desk Technician may travel to service endpoints and participate in formal and informal quality improvement and skills development activities and share technical problems and solutions with other members of the Service Support Team.
- Analyze and evaluate reported problems, take responsibility for resolution, and prevent recurrence. Serve as single point of contact (not a single point of resolution) to customers through to problem resolution.
- Coach and train other employees on proper access and use of desktop systems and mobile devices.
- Maintain technical documentation related for the IT Service Desk. Modify and create knowledge base entries. Monitor and maintain IT asset inventory.
- Create network, email and additional accounts in accordance with submitted request ensuring accuracy of accounts. Attention to detail is paramount.
- Follows Service Desk policies and procedures and provides timely response to incidents assigned to them in the ticketing system.
- Installs, configures, maintains, upgrades, repairs and replaces mobile devices, desktop components, peripherals, monitors, phones, OS/Applications software, and interfaces, including transmitters, cabling, and communication outlets under the direct supervision of the Network Team.
- Serves as the primary asset management coordinator. This will include inputting and maintaining required equipment in the asset management software. As well as manually tagging all equipment.
- Supports a clean and tidy work place for configuring, maintaining, repairing and packing equipment.
- Completes project tickets and participates in departmental and inter-departmental project teams and committees regarding planning, purchasing and implementing information technology devices and services.
- Demonstrates flexibility and capacity to adapt and learn in a dynamic work environment.
- Ensure compliance with applicable laws and regulations as well as company policies and procedures and follow an effective internal controls environment.
Desired Technical Skills:
- Attention to service excellence
- Experience handling telephone support
- Effective time management skills required to maintain and balance daily workload along with project-based work.
- Working knowledge of electronic systems, mobile devices, and audio-visual hardware.
- Working knowledge of computer systems, peripherals, and communication hardware.
- Working knowledge of computer networking and cabling infrastructure.
- Working knowledge of application software to assess problems in the execution of applications.
- Ability to work independently and in a team to achieve predetermined goals and meet deadlines.
- Understanding of security impacts of end user requests and ensure adherence to company guidelines.
- Service Desk ticketing (incident management) software
- Microsoft Office 365 experience
- Active Directory experience
- Remote Desktop, TeamViewer, VNC or other remote-control tools
- Knowledge of best practices for handling and addressing malware, phishing, and virus exposures.
- Ability to work under minimal supervision, under own initiative and motivated to acquire new knowledge and learn new skills
- Strong interpersonal skills – ability to communicate with all levels of customers, vendors, and IT resources.
- Excellent problem solving and escalation skills
- Strong desire to learn
- Technical certification such as A , HDI, ITIL, Network , MCITP, MCSE, is a plus
- Physical Labor Requirements include ability to lift 50 pounds
Prospects for IT Service Desk Technicians at Manatt s
A technician s job is an ideal platform for people who want to rise to higher positions in the IT field. This is a high potential career path and we re looking for people that want to take advantage of an opportunity for their future. As they interact a lot with all IT specialties, it provides them with an opportunity to learn new skills.
Since they work on a service desk, their ability to communicate and think analytically improves as they also learn to adapt to ever-changing IT landscapes by researching how to resolve many different types of problems. Moreover, this job will also help them understand issues from the users standpoint.
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life and AD & D Insurance
401k Retirement Plan
Short Term Disability Insurance
Flex Plan
Wellness Program
Paid Holidays
Paid Days Off
For a complete benefits listing or to learn more about Manatt's, Inc., visit www.manatts.com.
Salary : $41,200 - $52,200
