Description
The Service Desk Technician will be responsible to provide prompt and courteous first-level call service to end-users across all locations. This role provides support in a Microsoft Windows-based environment. Strong PC hardware and software diagnostic capabilities are necessary, and basic familiarity with network troubleshooting is desirable.
This role is part of the End User Computing team for Verso Corporation. IT team support in general and EUC support across Verso Corporation is key to the successful utilization of this role. This role is also responsible for Corporate IT services utilized at all Verso locations. Knowledge and support of the MDT image process will also be required.
Key Accountabilities:
- This role is also responsible for IT deskside support for corporate workstations. Support includes deskside maintenance, troubleshooting and repair, refresh planning, and security maintenance.
- Primary onsite support of desktop, laptops and peripherals for corporate end-users.
- Maintain corporate workstation security levels including MECM and AV patching, upgrades, and hotfixes.
- First level support of desktops, laptops and peripheral issues called in by end-users at all locations.
- Understanding of the foundation architecture, hardware, and software used by the organization
- Support of the Verso corporate Windows deskside image.
- Provide end-user support for our standard application base.
- Investigate, prioritize, diagnose, document, and resolve software, hardware, and network problems using ITSM tools.
- Consistently meet required response, service, and resolution times
- Excellent interpersonal and customer service management skills
- Ability to communicate fluently and effectively
- On-call duties to coordinate location-based IT support resources for high-level issues during off-hours.
Travel: Travel may be required, 20%.
Key challenges:
The external environment, including technology, competition, markets:
- Valuable, dedicated, and skilled team members are required for success.
The internal environment, including interaction with others, policies, and practices:
- Professionalism, patience, and communication skills are required in this customer service-based role.
- Organizational structure changes require the ability to be flexible and open to new challenges
Scope:
(Reporting Structure, Customer Base, Annual Budget/Spend, Revenue Generation, etc.)
This position provides technical support for all Verso employees at all locations. Support ranges from computer hardware and software support to mobile devices, security, process and standards control, and records management for our ITSM environment.
Organizational relationship
- This position reports directly to the EUC IT Manager
Minimum Required Experience with:
- Windows Operating Systems
- Microsoft Office
- ITSM Tools and Process
- Standard Desktop / Laptop Hardware
- Peripherals Support
- MECM/ Security Patching
- Deskside Imaging
- Customer Service
- Exceptional Communication Skills
- Follow instructions from technical documentation
- Produce technical documentation
Required skills:
Minimum Required Skills:
Experience with:
- ITSM Tools and Process
- Peripherals Support
- Deskside Imaging
- Customer Service
- Exceptional Communication Skills
- Produce technical documentation
- Must have a desire to succeed with strong team orientation
- Must be able to follow written instructions and a defined process
- Must possess the competence necessary and have the will and ability to learn new technologies to support the IT Systems in use
- Demonstrated excellent PC skills including proficiency with MS Windows and MS Office, have an aptitude for PC hardware and software, and troubleshooting
Preferred Skills:
Experience with:
- 2FA Authentication
- MDM Tools
- Citrix Support
- Active Directory Administration
- Drive Encryption
- MECM/ Security Patching
Preferred Experience and Education:
- AS/BS/BA degree in Information Technology, Computer Science, or related field experience or
- 3 - 5 years of related IT Deskside support experience. Experience working in a 24/7 manufacturing IT environment spanning multiple locations.
Verso Corporation is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.
Verso Corporation is acting as an Employment Agency in relation to this vacancy.