Service Desk Technician I

The Service Desk Technician serves as the first point of contact for end users seeking IT support, ensuring that Würth companies can operate efficiently. This role involves assisting end users through various support methods including in-person and remote support, phone, and through a ticketing system. The technician utilizes diagnostic tools and follows established Service Desk procedures and policies to troubleshoot and manage incidents to resolution or escalation.

This is an onsite position working out of the Würth Elektronik office in Watertown, South Dakota supporting multiple Würth divisions globally under general direction from the Service Desk Manager.

·         Serve as a first point of contact for end users seeking technical assistance.

·         Assist end users through various support methods including in-person and remote support, phone, and through a ticketing system.

·         Support global Würth business partners by resolving technical issues, facilitating communication across time zones, and ensuring adherence to service standards.

·         Ability to communicate technical issues in non-technical terms.

·         Maintain consistent communication with end users regarding the status of their tickets and projects until completion.

·         Collaborate with client HR and other departments to ensure timely and effective IT onboarding for new employees, including but not limited to: account setup, hardware provisioning, and access to required systems.

·         Answer incoming calls to the service desk call queue while striving for first call resolution.

·         Comply with service level agreements (SLAs) and prioritize issues based on urgency and impact.

·         Create and maintain technical knowledge base article documentation for end users and IT team.

·         Escalation of tickets to the appropriate support teams in accordance with escalation procedures and service level agreements (SLAs).

·         Accurately document all actions taken, troubleshooting steps, and resolutions within the ticketing system to ensure clear communication and proper recordkeeping.

·         Procure, deploy and troubleshoot hardware, including desktops, laptops, mobile phones, tablets, thin clients, printers, peripherals, etc. to ensure optimal performance and user satisfaction.

·         Provide support for commonly used business applications, assisting end users with basic functionality, troubleshooting issues, and escalating when necessary.

·         Maintaining inventory of company assets.

·         Deliver basic technical training and guidance to end users upon request or when applicable.

·         Support and provide troubleshooting for a variety of IT systems and applications, including but not limited to Active Directory, Microsoft 365, VOIP phone systems, VPN connectivity, Logistics and CRM software solutions, Citrix Products, printer maintenance and installation, and general application support.

·         Administer Mobile Device Management (MDM) software to manage mobile phones, tablets, RF guns.

·         Promote and adhere to IT security best practices and organizational policies, including password management, data protection, acceptable use, and access control standards. Assist end users in understanding and complying with these policies.

·         Support a variety of additional projects and tasks as assigned, contributing to team objectives and company initiatives.

·         Handle additional tasks and projects as assigned.

·         Must work on-call, including weekends, based on business needs.

·         Associates Degree or Technical College Certificate in related field or at least 2 years of help desk experience.

·         A Certification and ITIL Foundation Certification Preferred.

·         Excellent communication skills (verbal and written) and high level of customer service.

·         Available to participate in on-call after hours support rotations, as needed, to meet business demands and ensure continuity of service.

·         Experience with MDM software such as Intune, XenMobile, ManageEngine or similar is desired.

·         Demonstrate a solid understanding of computer operating systems, Microsoft Office Products, Active Directory, networking, mobile devices, printers, and other technology products to effectively support end users.

·         Ability to manage multiple tasks simultaneously while effectively prioritizing service desk tickets based on urgency, impact, and SLA requirements.

·         Capability to diagnose and resolve basic technical issues using strong problem-solving, diagnostic, and decision-making skills, while proactively identifying and addressing potential problems before they escalate.

·         Is travel required? Yes ☒     No ☐

o    Up to 15% based on business needs; may include overseas trips.

·         Must occasionally lift and/or move equipment which can weigh up to 50 pounds, or more.

·         The role may require periods of standing, walking, bending, or carrying IT hardware during setup and support activities.