What are the responsibilities and job description for the IT Helpdesk Technician (Job number: 1416) position at Johnson Controls Federal Systems?
We are seeking an IT Helpdesk Technician to join our federal IT team based in York, PA. As an individual and team contributor, our Helpdesk Technicians provide user support and customer service on company-supported computer applications and platforms using three main processes: (1) Service Request/Issue Handling: Ensuring user queries or issues are captured, validated, and resolved, (2) Communicating with users; Ensuring that various types of information is effectively communicated to users through the appropriate channels, and (3) Optimization: Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes
At Johnson Controls, we support our nation’s most critical facilities, the people who occupy them, and the missions they enable. Johnson Controls Federal Systems (JCFS) is a specialized team serving as a trusted partner to the federal government. We help modernize U.S. military installations, Department of Defense and other federal agency facilities to be smarter, more resilient, efficient, sustainable, and secure.
Benefits: Eligible for benefits on first day of employment
Vacation: 3 weeks of paid vacation, 5 sick days, 3 floating holidays, and 10 standard holidays per calendar year
As an IT Helpdesk Technician, you will:
- Assist in designing, integrating, developing, testing, and deploying IT services, solutions and processes
- Provides first level support for IT services and partners with IT Technical team to monitor and respond quickly and effectively to requests received through the IT helpdesk
- Serves as the first contact with users who need technical assistance via in person, phone, chat or email. Supports team members both on-site and remotely.
- Follow standard help desk procedures using the Service Now ticketing system. Logs all help desk interactions into the Service Now ticketing system
- Offers technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
- Clean up computers & other devices to prepare them for deployment
- May help with writing, editing, and revising training manuals for new and revised software and hardware
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- May assist with other project work as necessary
Required Qualifications:
- Working knowledge of various computer systems, hardware, and software
- Ability to diagnose and resolve technical issues
- Strong customer service skills with the ability to service customers and internal employees via telephone, in person, and by email and chat, both on-site and remotely
- Familiarity with ITIL foundations
- This position services U.S. Government contracts and may require handling of export controlled and other sensitive government data which requires full U.S. citizenship
Preferred Qualifications:
- Experience provisioning new IT assets (servers, laptops, etc)
- Experience using IT tracking and ticketing systems (Service Now, Remedy, etc)
- Experience with a variety of IT and Help Desk technologies, to include, VPNs, VMware, Microsoft Office 365 products, antivirus software, networking concepts, data backup and recovery, Exchange, Active Directory, Windows, etc
Preferred Education:
- A certification
Who We Are
At Johnson Controls (NYSE:JCI), we are One Team working collaboratively to create purposeful solutions that make a difference in the world. We are a Fortune 500 company with more than 100,000 employees worldwide offering the world`s largest portfolio of building technology products, solutions and services. As a member of our Federal Systems team, your work matters. We value and recognize your contributions and want to help you succeed. We invest in our employees, provide opportunities for growth and advancement, and foster a culture of inclusion and respect.
To learn more about who we are and what we do, please check out our Take a Journey video.
Recently, Johnson Controls has been recognized by several organizations for leadership in Environment, Sustainability and Governance, as well as innovations in smart building platforms:
- Named to FORTUNE’s “Most Admired Companies” List
- Corporate Knights Global 100 Most Sustainable Corporations in the World
- Named to Forbes Net Zero Leaders list
- CDP 2023 Climate Change 'A List'
- Ranked 67 on the Drucker Institute’s list of best-managed companies in America
- Forbes Best Employers for Diversity
- Newsweek America’s Greatest Workplaces for Diversity
- Ethisphere 2024 World's Most Ethical Companies list for the 17th time
- Newsweek America’s Greatest Workplaces for Women in 2024
- Named to Newsweek America’s Greatest Workplaces for Veterans 2024 / 2025 listing
- Named to Forbes America’s Best Employers for Veterans 2024
- Named one of the top military friendly employers by military.com
Johnson Controls is an equal employment opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers
Division: JCFS (Johnson Controls Federal Systems)