What are the responsibilities and job description for the IT Service Desk Specialist position at ABB OPTICAL Group?
IT Service Desk Specialist
JOB RESPONSIBILITIES
Summary: Provides first level support on end-user software and/or hardware issues and IT service requests, assigning work to additional resources as required; answers call to the Service Desk as well as provides desk side support services; proactively monitors system performance alerts, taking steps to remedy the situation and escalate if unable to resolve.
Essential Responsibilities include the following. Other duties and special projects may be assigned.
- Provide first level response to software and hardware technical support requests to the IT Service Desk
- Work through all IT Service Desk tickets, seeing through to completion, escalating as appropriate and re-assigning tickets when necessary
- Support enterprise end users with Office 365 Cloud Services/Tools (i.e., Email, Teams, SharePoint).
- Provide remote support for a large telecommuter end user base, including Contact Center agents and Sales representatives.
- Assist with security vulnerability monitoring and remediation.
- Available daily to provide first level IT deskside support services within the Coral Springs, FL Corp headquarters office.
- Provide support for the deployment and installation of new systems and/or equipment.
- Provide support for the deployment and installation of new systems and/or equipment.
- Provide minor systems administration support such as user ID creation/removal, computer operations duties, and standard system security modifications as approved
- Proactively monitor system performance alerts and escalate as appropriate
- Accurately classify and update Service Desk tickets and knowledgebase with status and resolutions
- Maintain contact with users for ticket status updates
- Provide full PC lifecycle support including PC hardware and software receipt, configuration, deployment, shipping, installation, ongoing support, MACs, retirement, and disposal
- Update asset and license management systems as required
- Install and configure VOIP phones
- Configure and deploy smartphones and tablets running IOS and Android operating systems managed by mobile device management solutions
- Support printers and copiers and wireless network devices including handhelds
- Train end-users on the navigation and features of various software applications and hardware
- Perform tasks needed to support department project initiatives
- Create and maintain documentation and standards
- Provide recommendations for immediate process or performance improvements
- Provide general troubleshooting and consultation to employees
Supervisory Responsibilities: None
QUALIFICATIONS
Required
- High school diploma or equivalent is required.
- Four years or more of related IT technical support
- Extensive knowledge of Windows environments to include: Windows 10 and Microsoft Office
- Active Directory
- Strong customer service and soft skills
Desired
- Minimum of 2 years IT Service Desk experience
- Computer Science degree or Technical School completion in related area with hands-on experience
- Core skill set should include a thorough background in providing remote user support in a multi-site, WAN-connected enterprise of 1000 users
- Service Desk applications
- Network diagnostic applications
- Remote support applications
- Cisco switch and VoIP communications knowledge
- General PC applications
- Network diagnostic and troubleshooting applications
- Smartphones/cellular phones
- Warehouse/Distribution systems
- Experience supporting logistics, manufacturing, and call center applications
- ITIL Foundation Certification
- Microsoft Office 365
For US Candidates
The anticipated base pay range for this position is $27.00 to $36.00.
Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan.
Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, group life insurance, voluntary supplemental life insurance, supplemental health benefits (critical illness, hospital, accident), short- and long-term disability, paid family leave (applicable states), 401k, tuition reimbursement, eyewear discounts.
US employees are eligible for the following time off benefits:
- Vacation and/or Sick time
- Holiday pay
- Birthday PTO
Upon request and consistent with applicable laws, ABB Optical will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HR@abboptical.com.
ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
ABB031
Salary : $27 - $36
