Service Desk Support II

***This position is located in our SICK, West Bloomington MN office.

ABOUT SICK:

SICK is a leading global provider of intelligent sensors, systems, and services for factory, logistics, and process automation applications. With more than 1,000 patents, innovation and technology are at its core. This focus on innovation and “Sensor Intelligence” have allowed SICK to develop products for every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, storage and conveyor, robotics, material handling, oil and gas, chemical, power, maritime industries and more. In addition, SICK’s focus on Sensor Intelligence allows us to make Industry 4.0, or the Industrial Internet of Things, a reality for their customers.

POSITION SUMMARY:

This position is responsible for supporting the first level Service Desk and as an escalation path for customers seeking technical assistance for more complex endpoint systems.  This primary function of this position is to serve as technical support responsible for hardware/software installation, configuration, and ongoing maintenance to ensure end users can continue to work effectively and efficiently as well as basic network troubleshooting.  Requests coming to this position may require more time in identifying root cause and defining long term solutions.

RESPONSIBILITIES:

• Assist in monitoring Service Desk queue taking ownership of more complex requests requiring more time and analysis to resolve.  This level should gather as much information as possible from the end user and record in the ticketing tool.
• Provide additional/backup support to end users of standard based client endpoint systems including answering more complex questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Install and maintain user endpoint hardware, software, and other peripherals to meet end user requirements, routinely observing operational performance, and install drivers and updates when necessary.
• Gather the user's information for new requests and determine the user's issue by analyzing the symptoms and figuring out the underlying problem.  When analyzing the symptoms, it is important for the technician to identify what the user is trying to resolve so the focus is on solving the problem and not the symptom.
• Ensure ticket details are properly qualified, including any troubleshooting steps performed and resolutions should be detailed if closing a ticket for future reference by team members.
• Once identification of the underlying problem, the technician will review possible solutions.  This includes troubleshooting methods such as verifying connectivity and routing issues, resolving username and password problems, uninstalling/reinstalling software applications, verification of proper hardware and software set up, troubleshooting   hardware and accessories and assistance with navigating around application menus and how to related issues. 
• Seek guidance as required from more experienced team members for assistance and direction as well as knowledge building.
• Provide solutions to users by identifying problems, researching past solutions, documentation and often performing more in-depth analysis off line following up with end users to guide them through proper steps to reach resolution.
• Close Service Desk requests in a timely manner based on age and priority.
• Sets end user expectation for follow up and expected resolution for harder to solve problems based on ticket age and priority.
• Investigate escalated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.   Review the request to see what has already been accomplished by the level 1 technicians and how long the technician has been working with the particular customer. 
• Take over escalated issues and move them forward with more in-depth review and troubleshooting in areas of physical layer issues, resolving username and password problems, uninstalling/reinstalling software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. 
• Identify root cause and define long term solution with efficiency gains top of mind.
• Generally handle break/fix, configuration issues, troubleshooting, software installations, hardware repair (in-house repair or coordinating depot services) requiring more reverse engineering and analysis.
• Perform basic network troubleshooting for network routing and connectivity.
• Assist Information Technology Manager and Network Engineer with network security administration tasks including creating network accounts, removing network accounts, changing network rights, file/folder level access and group management.
• Perform basic project work assistance.
• Monitor and assists with all level 1 responsibilities and provides mentoring.
• Resolve issues for users via phone, in person, or electronically for users locally and remote.
• Communicate clearly to provide an amazing end user experience.
• Maintain accurate hardware and software in the asset inventory system.
• Manage systems and user supports at remote locations and travel to remote locations as needed.
• Perform onboarding/off-boarding activities.
• Perform proactive replacement on aged end user systems per policy.
• Assigns client end point loaners through the workflow process.
• Effectively order Information Technology related equipment.
• Coordinate 3rd party support with vendors.
• Participate in the enforcement of Corporate Information Technology standards and security policies.
• Share On-Call Systems responsibility with other Helpdesk Support team members.
• Enhances self-service offerings by identifying learning issues and developing self-service guides, templates and internal process documents.
• Evaluate ongoing processes improvement to drive down Service Desk requests and identifying cost reductions.
• Collaborate with technical staff and users to establish goals and objectives for system improvements, efficiency gains and updates.
• Provide support on issues documented by level 3. If no solution is available escalate incident to a higher level or subject matter expert.
• Increase personal technical knowledge by reading, networking, training and attending events, conferences or seminars when possible.
• Carry out other duties and responsibilities as may be assigned or required.

QUALIFICATIONS:

Education and Experience:

• Bachelor degree in Computer Science or Computer Information Systems design OR Associate degree and equivalent work experience.
• 3 years applied Helpdesk support work.
• Experience in Laptop and Desktop support.
• Experience in troubleshooting Microsoft Windows environment.
• Experience in use of automated software imaging/deployment tools.
• Experience in supporting business software packages such as Microsoft Office.
• Experience in the planning, installation, troubleshooting, and administration various software applications.
• Experience in time management and prioritization activities.
• Experience with corporate telephone system support desired.
• Experience in Service Desk tool incident tracking and detail oriented in order to keep detailed notes on tickets.
• Ability to diagnose and resolve basic to complex computer technical issues.
• Experience in basic networking and server concepts.

Other Qualifications:

• In-depth understanding of the product or service and can demonstrate the competency required for solving complex issues in a simple or complex fashion.
• Excellent verbal and written communications skills.
• Able to manage multiple simultaneous projects.
• Able to travel occasionally.
• Computer proficiency with Microsoft (Word, Excel, PowerPoint) and Internet applications.
• Familiar with SharePoint environment.
• Experience in back-up and restoration of critical data.
• Familiar with wireless environment.
• Familiar with operating systems.
• Legally permitted to work in the United States
• Able and willing to work alternative schedules including weekend, and on-call hours as needed.
• Able to work in a general office environment.

CORE COMPETENCIES:

Ethics and Integrity Personal Growth and Learning, Customer Focus, Per

sonal Accountable, Building Effective Relationships

BENEFITS: 

At SICK, we believe that our employees are the key to achieving our mission and values. SICK’s benefit package has long been recognized and valued because of its comprehensiveness and competitiveness in the market. To help our employees make the most of their overall well-being, we are thrilled to provide an outstanding rewards package! See attached benefits summary documents for details!

If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we’re the place for you! SICK, Inc. has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the “Apply Online” button. Visit us at www.sickusa.com.

Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V