Job Description

As part of a global IT Team, the IT Service Desk Agent acts as the single point of contact for end users, applying customer service and technical skills to document, manage and fulfill user requests. This position plays a key role in supporting the IT team in exceeding business expectations while providing support across a wide range of IT services. In addition to gathering information through user conversation the Service Desk Agent applies a close attention to detail while documenting, scoping, and prioritizing tasks prior to escalation to further lines of support. Additional responsibilities of this role include configuring and deploying assets, managing IT inventory, deploying software to workstations, providing remote and deskside support, and maintaining a knowledge base with the support of their team.

Primary Responsibilities

• Act as the primary point of contact for end users and first response for IT service operation issues and requests.

• Prioritize and escalate issues based on urgency and business impact.

• Deliver professional support with a customer-focused approach

• Maintain an acceptable first call resolution rate and minimize downtime & disruptions for end users

• Support IT service operation governance through ticket ownership.

• Develop and maintain a knowledge base and deliver relevant training.

• Advocate for and support ITSM processes and procedures.

• Adhere to IT security policies and guidelines

• Contribute to continual improvement activities by providing feedback and required support.

• Maintain an accurate IT asset inventory. Register, track and manage IT assets

• Promote best practice and security awareness.

• Triage requests for type, severity, and appropriate support team.

• Provide 1st level support for service operation tickets.

• Procure and manage local IT assets. Provide consistent communication regarding ticket status to end users.

• Provision, deploy, and exchange end points in local environment

Requirements

• Associate degree (preferred)
• Basic ITIL Certification a plus
• 1 year minimum experience supporting desktops, applications and mobile device

• Broad knowledge of the IT service features of the portfolio and their use in the company

• Ability to adhere to processes, policies, and procedures.

• Experience with basic technical administration of IT Technologies Experience working in a support focused environment.

• Strong time management for balancing multiple tickets and prioritizing urgent tasks.

• Ability to listen actively and explain technical topics in an easy-to-understand way

• Fluent in the English language (both written and spoken).

• Team and solution oriented.

• An effective collaborator and contributor.

• Self-motivated and able to take initiative.

• Able to establish and maintain positive working relationships and customer support.

• Able to prioritize and handle multiple tasks simultaneously.

COMPANY BENEFITS

· Paid Weekly

· Guaranteed Bi-Annual Bonuses

· Generous PTO

· 10 Paid Holidays

· Wellness Program (Earn up to an additional $600. Annually)

· Medical, Dental, Vision, STD, LTD

· Flexible Spending Account

· Company Paid Life Insurance

· 401K / Company Match

· Annual Performance Review

· Employee Referral Program

Schluter Systems is a family-owned and internationally renowned company that has been rapidly growing over the last 10 years. The Schluter brand is backed by a team of people working together to create a line of innovative products that provide solutions to the tile industry. We’re looking to build our team with individuals who like to think BIG, and want to be part of what makes our products-- extraordinary. We are a company that treats its employees, suppliers, and customers as long-term partners. Where success is built on a win-win philosophy and everyone should benefit.

"Profit is not the goal of the business. Profit is the consequence of a job well done" Werner Schluter, Founder

Come be a part of a Growing Company and help us paint the town ORANGE!!!

#SSIND