Global Service Desk Specialist - Sequential Tech

 Our Mission

We are an innovative global outsourcing company that delivers value and expertise through exceptional people, process, and technology, while embracing our principles as a socially conscious business.  We are a certified Minority Business Enterprise with diversity, equity and inclusion at our core.

The Global Service Desk Specialist role is a focal point of contact responsible for all desktop hardware, operating system, business application support, and general technical assistance for a diverse set of corporate and contact center workers. This role utilizes incident and service request management tools for logging, tracking and communication of technical support issues. Common activities include running diagnostic programs, isolating and troubleshooting problems, engaging in incident response scenarios, and implementing new solutions.

Schedule: Monday-Friday; 10AM-7PM
**Must be flexible to cover other shifts as and when required to support the business**

***Please Note: This is an onsite position, only candidates within a reasonable driving distance to Bethlehem, PA will be considered. 

Responsibilities:

• Serve as the first point of contact for end users seeking technical assistance logged via ticketing tool email, phone and or MS Teams.
• Providing high quality customer service and desktop support with a goal of first call resolution through remote assistance or onsite intervention.
• Install, support, and maintain end user devices including PC’s, Mobility, Telephones, and audio/visual equipment.
• Install, support, and maintain PC enterprise applications in a MS Windows environment. Software includes Operating Systems, MS Office, VPN, System Management tools and various business unit applications.
• Record, categorize and prioritize inbound incident and service requests and escalate to the appropriate function or queue when necessary.
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.
• Utilize flexible troubleshooting methods to identify, define and resolve issues with user accounts, profiles, and access within our business ecosystem.
• Follow documentation procedures to record the resolution or client need, recording all relevant information.
• Timely and consistent completion of assigned tickets/queues, ensuring accurate and complete information.
• Review and analyze the tickets/requests assess within first level for resolution and escalate to resolver group if beyond GSD capacity to resolve.
• Assist the Infrastructure team onsite as and when required for physical intervention needed i.e checking of physical port, switches/routers, and physical servers in the data center.
• Support End User Computing Issues such as Headset Configuration, Desktop Reimaging, Desktop Provisioning
• Maintain Asset Inventory (Asset Management)
• Be an active participant in the continuous improvement process.
• Participate in on-call responsibilities in support of a 24 x 7 production environment.
• Complete the assigned project-based work.

Education and/or Experience

• Graduate and Equivalent Degree in Information Technology
• 3 to 5 years’ experience in service desk/IT support.
• Global Support handling is an advantage.
• Self-motivated, enthusiastic, and able to handle multiple support tickets.
• Customer-oriented, and capable of providing high levels of client satisfaction.
• Knowledge of the ITIL framework & philosophies including Incident, Problem & Change Management
• Good working knowledge of O365, Virtual Desktop, IT compliance.
• Strong knowledge with Operating Systems and enterprise software solutions such as: Microsoft Windows, Microsoft Azure, Microsoft Office365, ServiceNow, Workfront, Access Control & Biometric systems
• Working knowledge of Active Directory, Group Policy, Domain Services (such as Print, DHCP, DNS) and network connectivity
• Strong knowledge in ServiceNow, Chats Support.

• Prolonged periods sitting at a desk and working on a computer.
• Ability to stand, stoop, bend, and walk throughout the day.
• Must be able to lift up to 15 pounds at times.

You will be eligible for:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• Tuition Reimbursement
• 401(k) or retirement plan

Sequential Tech - Join us on a journey of growth and opportunity- where your career can flourish from within! We are a growing company where over 90% of our management was promoted from within!

At Sequential Technology International, we are committed to fostering a diverse and inclusive work environment. Our company values innovation, integrity, and collaboration, and we strive to support our employees’ professional growth and development. Equal opportunity is a fundamental principle of our hiring process. For more information about our company, please visit our website.

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