What are the responsibilities and job description for the IT Service Desk Technician position at Master Lock?
As the IT Service Desk Technician, you will be responsible for supporting key infrastructure issues. This includes working closely with users, troubleshooting hardware and software at the desktop, taking support calls on our Global Service Desk phone queue, and assisting our end users with level 1 and level 2 Infrastructure issues. This role is a technical position that will require good analytical and communication skills.
Primary Responsibilities:
- Resolve IT service desk tickets/issues in a timely matter including documenting and creating knowledge articles
- Provide support at the desktop, troubleshoot, install hardware and mobile devices both in person and for our remote users
- Assist with IT desktop deployments and image improvements
- Support our Manufacturing IT related hardware, including printers and scanners
- Work closely with Windows 10 operating system devices in diagnosing issues
- Provide resolution of issues typically received in our IT ticketing system, including triaging issues, and if needed, escalating to other technical resources
- Publish knowledge base articles for users to provide self-service support, as well as for training and reference by other IT members
- Ability to work with IT vendors as needed to resolve issues
Job Experience:
- Minimum of Associates Degree in IT/IS related discipline
- 2 years of work experience in service desk support and desktop support
- 2 years of customer service experience
Knowledge/Skills:
- Experience handling IT service desk issues, specifically around MS Windows desktops
- Experience with Microsoft Active Directory and basic understanding of account management
- Experience with printers and bar scan devices
- Demonstrated troubleshooting experience
- Mobile device support experience (application installation, email configuration, etc.)
- Computer hardware repair and restoration experience
- Ability to diagnose and work with Windows 10 operating system devices
- Experience with ITIL and the use of in house ticketing systems
- Experience using ServiceNow technology to track and drive project management performance tracking
- Customer service oriented experience
- Solid Communication Skills
Additional Information
Benefits
- All the Insurance coverage you’d expect like medical, dental, vision, life insurance, flexible spending accounts, wellness programs, 401K all effective on your date of hire, and a bonus program
- Scholarship program for children of employees
- Annual merit and incentive programs
- Charitable gift matching
- Adoption Assistance
- Associate appreciation/recognition programs
Employee Perks
- Culture committed to work-life balance
- Programs in place to support professional development and career growth
- Associate Purchase Program on All Fortune Brands Products
Health, Safety, and Environmental
Fortune Brands Outdoors & Security (FBOS) is committed to providing a safe workplace and promoting the health and safety of its associates. Workplace safety and managing the operation of our company in an environmentally responsible manner is the responsibility of each associate. Associates are responsible for participating in our Company's incident and injury prevention programs, as well as our Company's environmental programs. All associates must comply with our environmental, health, and safety policies and procedures, as well as federal, state, and local regulations.
Fortune Brands Outdoors & Security is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. Fortune Brands Doors & Security also prohibits harassment of applicants or employees based on any of these protected categories.
Candidates for positions with Fortune Brands Outdoors & Security must be able to present proof of identity and work eligibility post hire. Immigration visa sponsorship is not available for this position and accordingly this position is not appropriate for foreign students who will require sponsorship in the future, including assistance with an Optional Practical Training (OPT) F-1 extension.
To all recruitment agencies: Fortune Brands Outdoors & Security does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, our employees or any other company location. We are not responsible for any fees related to unsolicited resumes/CVs.
