US Cold Storage

  • IT Service Desk Technician

    City US-NJ-Camden
    Job ID
    2018-1418
    Type
    Full-Time
    Location Name
    US Cold Storage Inc.
  • Overview

    PRIMARY FUNCTIONThe First Level Support Technician is a staff position which focuses on ensuring requests for IT technical assistance are addressed in a timely and professional manner. Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining workstation and LAN performance. This individual is expected to possess the job skills necessary to perform first level support on all hardware and software used by United States Cold Storage.

     

    This position reports directly to the Service Desk Lead Technician. The First Level Support Technician will ensure that all requests for assistance they cannot resolve are escalated in a timely and professional manner to other IT team members.

     

    This individual is also expected to maintain a high level of professionalism and a cooperative demeanor towards all individuals in accordance with the USCS Code of Conduct.

    WORKING ENVIRONMENT: The characteristics described here are representative of those an employee encounters while performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Work 10:30 pm to 6:30 am EST
    • Available to work other shifts as needed to provide optimal IT support
    • Ensure the Service Desk software is secure and available
    • Troubleshoot PC software and hardware and contact service technicians as required
    • Monitor and provide first level support of all USCS proprietary software and hardware
    • Escalate Service Desk tickets to second level support as needed and perform the necessary follow up to ensure service levels are met
    • Open Service Desk tickets as required according to Service Desk Standards
    • Respond to all calls to the Service Desk primary support number in a timely and professional manner
    • Travel and work at all USCS facilities nationwide as necessary
    • Provide support to all USCS locations after normal business hours
    • Provide ongoing recommendations to improve existing methodologies, ticket deflection & reduce expenses
    • Regular, predictable and punctual attendance. Will occasionally need to work on holidays
    • Continuously improve upon soft skill sets required to deliver outstanding customer service
    • Work with USCS vendors to resolve issues when required
    • Review and create KB articles
    • Provide timely communication on ticket status and resolution
    • Configure/image desktops or laptops as needed

    Qualifications

    QUALIFICATION REQUIREMENTSTo 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:       Associates Degree, A+ Certification

    Experience:    Customer service
                            Minimum 2 years’ experience with Service Desk functions & PC Maintenance
                            Smart/Mobile device configuration
                            Office365
                            Windows server software
                            Technical writing

    Special Skills:  Microsoft technical certification or equivalent work experience
                             Configuring and troubleshooting PC hardware and software
                             Service Desk software and problem escalation
                             Configuring and troubleshooting network printers and copiers
                             Business and project management skills
                            An ability to assess each customer/employee's IT knowledge levels
                            Ability to deal with difficult callers
                            Logical thinker
                           Good analytical and problem-solving skills
                          
    Up-to-date technical knowledge
                          
    In depth understanding of the software equipment your customers/employees are using
                          
    Good interpersonal and customer care skills
                          
    Accurate record keeping

    PHYSICAL DEMANDS: The physical demands described below are representative of those required of an individual performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

    • Stand, walk; use hands and feet to finger, handle, or feel objects, tools, or controls; talk or hear
    • Use of computers, scanners, telephones, and other office and warehouse support equipment.
    • The employee will occasionally lift and/or move objects up to 30 US pounds.
    • Work longer hours as needed to complete projects and/or assist USCS employees.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.