What are the responsibilities and job description for the IT Service Desk Technician position at Rogers?
OUR COMPANY
With more than 1500 employees and 12 offices nationwide, Rogers is the largest self-performing electrical, data and lighting contractor in the United States. Rogers specializes ground- up electrical construction, to national rollout and remodel programs, preventative maintenance and installation needs. With 40 years of experience, licenses in 48 states, and over 2000 facilities constructed, we are constantly growing and looking for candidates to join our team!
OUR CULTURE
Rogers is powered by our people. We have had the power to get the job done for almost 40 years because of our team members. As a family-owned business, we understand the importance of treating our team as extended family. Our team members are not here merely to support the business efforts, but our goal is for our team to thrive as individuals. Learning is built into every role here at Rogers. You’ll get mentorship from our leadership team and in return the ability to take ownership and grow your own professional pursuits.
We are currently looking for an IT Service Desk Technician to join our team!
Why you should join us:
- Positive, team-focused, and inviting work environment with opportunities for advancement
- Health insurance – medical, dental, and vision
- Additional benefits to include: life insurance, short-term and long-term disability, 401k with generous match, flexible spending account (FSA) and tax-free health savings account (HSA)
- Paid-time off and paid holidays
- Full gym with group fitness classes and personal trainers
- Collaborative office environment equipped with walking treadmills, open work space and casual office dress code
- $100 employee referral bonus
- Rogers Café (fully stocked coffee, beverages, snacks, etc.)
- Other exceptional perks
What you’ll be doing:
- Act as the first point of contact, interacting with field and office staff using multiple support channels (phone, email, Jira Service Management).
- Diagnose and troubleshoot technical issues.
- Account Management for proprietary web applications
- Sets up new equipment and troubleshoots issues with returned equipment
- Organizes laptops and tablets to be reimaged or repaired
- Maintains current inventory list of hardware available and equipment ready to be deployed
- Helps with shipping/receiving in order to get equipment out to employees in a timely manner
- Contributes to weekend on call rotation
- Maintain ownership of cases through final resolution unless escalated to another tier.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team(s).
- Identify issue trends and communicate appropriately.
- Provides instruction in the use of hardware and software used by the company
- Recommend updated processes and knowledge base articles when needed.
- Document case notes in appropriate systems.
- Maintain quality standards set forth to ensure the best end-user experience.
- Provide periodic assistance on GPS maintenance
- Other duties as assigned
What we’re looking for:
- Bachelor’s Degree in Computer Science or related field or 2-3 years of experience in an IT support position
- Ability to organize and manage multiple priorities simultaneously, i.e., multitask
- Ability to analyze and problem solve, including the ability to simplify instructions for individuals who have never used computers before (not tech savvy)
- Patience and the ability to remain pleasant and cordial during extended troubleshooting sessions over the phone
- Proficiency in MS Office Suite (Office 365), including intermediate to advanced skills in MS Excel
- A high level of alertness is required when troubleshooting support calls and manually entering accurate information into spreadsheets and reports
Rogers is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.