Service Desk Specialist

As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway-you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

Position Accountabilities

• Creates and maintains incidents and service requests in the IT Service Management tool
• Troubleshoots and resolves software, hardware, operating system, and networking problems; repair and recover from hardware or software failures, virus infections and other issues and document resolution in incident tickets
• Contributes to self-help knowledge base
• Consults knowledge base to optimize resolutions and follows through on resolution with customers
• Escalate support and service requests to other IT teams, as defined by the escalation process within the tracking tool
• Increasing ability to resolve tickets on first contact
• Resolve and document resolution in tickets for support and service requests within the established service levels

• Follow up with customers, provide feedback and see problems through to resolution

• Understand the established process of criticality and prioritization for incidents and requests
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users
• Provide training to users as appropriate
• Mentors, supports and cross-trains other service desk agents
• Participate to help Identify, research and resolve technical problems and confirm success of actions and restoration/establishment of service

• Participation in establishment and responsible for compliance with all Corporate IT Policies and Procedures (including change management required practices).
• Provide suggestions and feedback to fellow coworkers and management on system enhancements or process improvements.
• Participates in hands-on desktop/printer/device work as needed
• Performs work on relevant IT assigned projects
• Periodically will act as personnel back-up as it relates to on-site desktop/helpdesk support.
• Reports status of projects and assignments to management on a regular basis.
• Perform other job duties as assigned with a high degree of flexibility and professionalism

Skills/Knowledge Required

• Intermediate analytical and problem solving skills such as use of remote tool to troubleshoot complex incidents and assist users
• Intermediate printer support: Connecting network printers for users and disabling and enabling printers
• Organizational and time management skills

• Gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support, insuring referral to appropriate level of services

• Diplomacy in dealing with conflict resolution
• PC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)
• Strong interpersonal skills and ability to communicate and collaborate with both business and IT customers
• Advanced troubleshooting skills
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation
• Maintain communications with customers during the problem resolution process
• Demonstrated ability to manage multiple priorities and follow through on customer incidents before closing out the incident
• Excellent verbal, written communication and customer service skills
• Adding, modifying and troubleshooting users in Active Directory, including the correct group assignment
• Contact vendor regarding hardware issues

Education and Experience

• Associates degree or equivalent industry experience
• Minimum 3 years related experience, 4 years related experience preferred (either Service/ Support Desk, Help Desk, Network Operations, etc.)
• Minimum 3 years of experience with Microsoft Office

Physical Demands

• Traveling: periodically may be required to travel to remote work sites for on-site assistance and project work (estimated 10% of time)
• Carrying: transporting an object, usually by hand, arm, or shoulder.
• Eye/hand/foot coordination: performing work through using two or more.
• Hearing: perceiving the nature of sounds by the ear.
• Lifting: raising or lowering an object from one level to another routinely up to 35 lbs.
• Sitting: remaining in the normal seated position.
• Standing: remaining on one's feet in an upright position.
• Talking: expressing or exchanging ideas by means of spoken words.
• Walking: moving about on foot.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.