Job Information
Teledyne Service Desk Technician in Huntsville, Alabama
Be visionary
Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research.
We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.
Job Description
Detailed Description:
General Help Desk function
Answer all phone calls and respond to and resolve within the required service levels
All calls/activities must be recorded in the service desk tool
Resolve as many calls as possible on first contact with the client
Monitor all tickets dispatched to T2 Desk Side and T3 Support to ensure timely resolution that meets service levels
Create Knowledge Base articles as repetitive issues arise to assist in increasing First Call Resolution rate
Technical Help Desk function
Provide IT support encompassing PCs, networking, printers, client applications and phones, and be first point of contact for all other issues
Provide high quality customer advice and assistance to end users
Establish and maintain system user accounts and security authorizations in accordance with company policy and procedures
Perform other operational duties as directed
Shift: 10 am to 7 pm Central, Monday - Friday
Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associates degree (A.S.) in Computer Science or a related field and 2-4 years of Information Technology experience and/or training; or equivalent combination of education and experience. Bachelor's degree (B.S.) preferred.
2 years of experience in an Information Technology service role supporting Windows-based environmentsin a Help Desk/Call Center environment
Must have experience troubleshooting computer and printer problems as well as basic network and access issues
Knowledge, Skills, and Abilities
Must have efficient time management and multitasking capability; ability to identify the criticality and/or urgency of IT issues using business knowledge; ability to work in a fast-paced environment
Pays attention to detail
Works well in a team environment
Self-motivated and directed with a strong work ethic
Exceptional customer service orientation
Must be able to communicate clearly both verbally (in person and over the phone) and written (emails and ticket documentation)
Ability to read and interpret documents such as policies and procedures, reports, operating instructions and manuals
Ability to troubleshoot and support unfamiliar systems and applications using existing knowledge or the ability to seek out necessary resources
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Computer Skills:
Technical skills in Windows 7, Windows 10
Active Directory
Office 2010, 2016 (including Outlook and O365)
Virtualization tools such as VMWare
Good knowledge of current hardware technologies
Ability to learn and adapt to new technologies
Ability to support iPhones and Samsung mobile devices
Other Qualifications
- Ability to provide after-hours support as requested
Working Environment/Conditions
No hazardous or significantly unpleasant conditions
Work is normally performed in a typical interior/office work environment
Physical and Mental Activities and Requirements
Requires the ability to operate and interact with any computer for extended periods of time
Requires the ability to communicate with users over the telephone to determine IT issues, analyze complex problems, and troubleshoot solutions
Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.
Teledyne is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other characteristic or non-merit based factor made unlawful by federal, state, or local laws.
You may not realize it, but Teledyne enables many of the products and services you use every day .
Teledyne provides enabling technologies to sense, transmit and analyze information for industrial growth markets, including aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, energy, medical imaging and pharmaceutical research.