Specialist - IT Service Desk - Tandym Tech

We have a current opportunity for a Specialist - IT Service Desk on a contract basis. The position will be based in Bishop, TX.

Responsibilities:

• Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service


• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals in accordance with IT operations policy and procedures


• Escalates incidents to the appropriate IT operations resources in accordance with established procedure


• Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements


• Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes


• Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures


• Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures

Qualifications:

Must-haves:

• Proven experience in a technology support role


• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, Office 2016, and Internet Browsers


• Excellent interpersonal skills especially communication and presentation skills


• Promotes and supports standardization and continuous improvement


• Ability to work independently and make decisions where necessary


• Familiarity with all components of Office 365


• In-Tune, ServiceNow Platforms Experience/Exposure


• OT Environment Exposure / Manufacturing Plant - Chemical Plant experience

Plusses

• A+ Certification or equivalent highly preferred


• Experience supporting a manufacturing plant


• Familiarity with ITIL and HDI Incident Management Best Practices


• Familiarity with Wintel (Windows client and server technology), networks (Cisco preferred), anti-virus, general security


• Understanding of Network Standards, Protocols, and Security Policies


• BitLocker Encryption experience