What are the responsibilities and job description for the Senior Service Desk Technician position at Neptune?
Neptune Technology Group Inc. is a technology company serving water utilities across North America. Since 1892, we have continually focused on the evolving needs of water utilities – revenue optimization, operational efficiencies, and improved customer service. With our portfolio of smart water meters, data collection systems and software, we make data actionable for our customers – so they can remain focused on the business of water. For additional information, please visit the company website at www.neptunetg.com.
Senior Service Desk Technician
This role delivers technical support to employees across enterprise platforms like Active Directory, Entra ID, Microsoft 365, and Intune. Key responsibilities include troubleshooting and resolving advanced issues related to identity management, endpoint security, network connectivity, and applications, all while following SLAs and established escalation procedures. The position also involves addressing hardware and software problems, installing and supporting printers, computers, servers, VOIP phones, and mobile devices. Additional duties include maintaining technical documentation and troubleshooting guides, ensuring clear communication, and handling escalated customer concerns with professionalism.
Objectives:
- Provide support by ensuring prompt responses to operational, software, and hardware trouble tickets in strict adherence to established service-level agreements (SLAs).
- Troubleshoot and resolve complex hardware and software issues, leveraging research and industry best practices to determine effective solutions.
- Address printer and computer hardware/software concerns, as well as coordinate the procurement, staging, and installation of new computers, peripherals, mobile devices, and printers as necessary.
- Deliver comprehensive technical support for desk phones and mobile devices, including configuration, diagnostics, repair, and replacement of VOIP phones and associated equipment.
- Perform fundamental network troubleshooting and repairs, such as fabricating and installing ethernet cabling, terminating connections, and collaborating with the Network Administrator on both wired and wireless network challenges.
- Monitor, administer, and configure all LAN and WAN devices to maintain optimal network performance.
- Oversee backup systems and procedures, offer recommendations for process optimization and implementation, and execute data restoration as required.
- Availability to work beyond regular business hours when needed, including providing on-call support during system outages or critical incidents.
- Must have the capacity to independently lift items weighing up to 50 pounds.
Requirements
Education/Experience:
Typically requires a bachelor's degree (or international equivalent) and 5 years of relevant experience.
Preferred Qualifications:
- Bachelor’s degree in MIS, Computer Science, or related field.
Travel Requirements: Typically requires overnight travel less than 10% of the time.
Location: Tallassee, AL.
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Equal Opportunity Employer EEO/AA M/F/Vet Disability