Service Desk/Support Administrator – Service Desk Coordinator

The Service Desk/Support Administrator will provide immediate assistance (in-person, by phone or email) to users, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. The Service Desk/Support Administrator must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.

ESSENTIAL JOB RESPONSIBILITIES:

• Analyzes, troubleshoots and resolves software & hardware issues for Sterilite's users (Some examples: Windows 10/11, MS Office 2016-2021/O365, pc hardware & peripherals)
• Processes IT equipment/hardware and software delivery and installation requests for all Sterilite facilities
• Engages, delegates and coordinates with other IT Team Members for issue resolution and support as needed
• Maintains communication with Sterilite's users, keeping them informed of the status of their requests and follows-up with users to ensure that requests were completed to their satisfaction
• Manages the IT Service Desk ticketing and knowledgebase system, utilizing the system to record, assign, track, close, and analyze all IT Service Desk requests
• Administers Active Directory and MS Exchange Servers with user updates – including mailbox and user account additions/deletions
• Maintains IT equipment and spare parts inventory
• Maintains IT inventory records including receiving procedures, asset tagging, and periodical physical inventories at all Sterilite locations
• Makes recommendations for process improvements and technology changes
• Isolates recurring problems and ensures that troubleshooting efforts are completed until permanent solutions are found
• Complies with all company policies and procedures
• Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate
• After-hours remote help on a rotational basis.

COMMUNICATION SKILLS:

• Excellent communication skills, both written and verbal.
• Demonstrated ability to actively listen to customer problems conveying commitment toward finding a timely resolution of the situation.
• Demonstrated ability to read, analyze, and interpret moderately technical documents, work orders, invoices, instruction sheets, and customer communications.
• Demonstrated ability to compose clear and concise written communication.

• AA/AS with course work in a technical field of study from an accredited college, or equivalent experience in a business environment required.
• Two or more years’ experience in a technical desktop support position, preferably within a corporate department.
• Successful experience troubleshooting various software OS and MS applications, including Windows 10/11 and MS Office 2016-2021/O365.
• Administration experience with Active Directory and MS Exchange in updating user accounts and mailboxes, file and backup servers, VMWare
• Working knowledge of PC hardware and software systems, PC and networking operating systems, data communications, tablets/mobile devices and related technologies required.
• Strong customer service, problem solving, and organizational skills.
• Successful experience prioritizing multiple tasks, managing projects, and adapting to a changing environment while remaining professional and efficient.
• Demonstrated success taking direction, taking initiative and working independently.
• Demonstrated ability to establish and maintain an effective follow-up system to ensure timely and accurate handling of support requests.
• Demonstrated ability to use discretion and sensitivity when handling confidential information.
• Ability to perform in a dynamic and fast-paced environment.
• Must possess a sharp learning temperament and be able to keep abreast of the latest industry developments and the development of new technologies and IT practices.

For over 85 years Sterilite has manufactured household and storage products that help people to organize their lives. We are the largest plastic housewares company in North America. Sterilite’s broad line features some of the most innovative and distinctive products available on the market today. We have the following opportunity for a qualified, highly motivated individual at our Home Office in Townsend, MA.

As a member of the Sterilite team, you will enjoy a starting rate commensurate with your experience. This position entitles you to Sterilite's excellent benefit program that includes paid vacation time, health insurance, Health Savings Account (HSA), dental, vision and life and AD&D insurance, short-term disability, 401(k) retirement plan with a match, product discounts, and educational reimbursements.

Sterilite is an equal opportunity employer.