Senior IT Service Technician Job at Trident Maritime Systems-Heavy Equipment Group
Trident Maritime Systems-Heavy Equipment Group Kingsford, MI
Role Description – IT Service Technician – Senior
IT Service Technician, Senior
The Senior IT Service Technician identifies, researches, and resolves the most complex technical problems. Serves as an escalation POC for the Services Team in general. Provides support to end users for computer, application, system, device, access, and hardware issues. Documents, tracks, and monitors problems and issues using applicable systems and tools. Responds to telephone, email, and online requests for technical support. Coordinates with other Information Operations Teams to resolve issues. Responsible for the resolution of escalated issues of higher difficulty. Train, coach or assist team members on processes as needed.
Strategy & Planning
Acquisition & Deployment
Operational Management
Formal Education & Certification
Knowledge & Experience
Personal Attributes
Equal Opportunity Employer of Protected Veterans and Individuals with Disabilities/Affirmative Action Employer.
We comply with Department of Labor Wage and Hour Division.
XJ6
- Title
- Description
- Responsibilities
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Alert management to emerging trends in incidents.
Acquisition & Deployment
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.
- Utilize company approved software, hardware, and peripherals
Operational Management
- Serve as the escalation point for advanced or difficult services requests.
- Escalate issues to IT Services Manager or other IT Information Operations Managers or team members, as necessary.
- Assisting in providing Level I, 2, and 3 support when request volumes are high, or expertise is required.
- Liaison with IT Services Manager on special projects, research, etc.
- Position may entail supporting of the the following on an as-needed basis
- Infrastructure Team
- Data Team Digital Transformation Team
- VP of Information Technology
- Director of Technology
- Assist in supporting future integration projects ie: ERP integrations.
- Manage and/or act as technical lead on projects as required.
- Build rapport with service desk customers.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Perform preventative maintenance, including checking and cleaning of server storage and logs.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups with Level I, 2, and 3 Technicians as required.
- Assist IT Services Manager in developing help sheets, procedures and FAQ lists for end users.
- Contribute to technician knowledgebase and training as needed.
- Provide suggestions for continual improvement.
- SME (Subject Matter Expert) and support the following (but not limited to) systems:
- Service desk ticket systems/portal (Zendesk, Lansweeper, etc.)
- Microsoft Office 365 Online Admin Portal
- Microsoft Azure Active Directory and Admin Center
- GoToAssist
- Remote Desktop
- VPN Access
- Network Connectivity
- Dell Command Update
- Windows Updates
- Enterprise Resource Planning (ERP) systems
- MDT Windows Imaging Server
- RDT (Remote Desktop)
- Position Requirements
- Bachelor’s Degree or greater, in the field of computer science, information technology, or another related field.
- Five (5) years’ work experience
- Equivalent combination of education and experience accepted.
- Certification in ITIL or equivalent, preferred but not necessary.
Knowledge & Experience
- Knowledge of advanced computer hardware, including PCs and printers.
- Experience with desktop and server operating systems, including Windows and Linux.
- Extensive application support experience with enterprise resource planning systems.
- Working knowledge of a range of diagnostic utilities, including GoToAssist, Dell Support Assist, Windows Support and other debugging tools that might be needed.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Exceptional written and oral communication skills.
- Exceptional organizational skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, questioning, and teaching skills.
- Strong documentation skills.
- Fluent English language skills.
- Take lead position on projects when required.
Personal Attributes
- Ability to conduct research into a wide range of computing issues is required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly, and technical language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Work Conditions
- Full time, onsite position
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- Location: Arlington, VA; Norfolk, VA; Kingsford, MI; Marinette, WI
Equal Opportunity Employer of Protected Veterans and Individuals with Disabilities/Affirmative Action Employer.
We comply with Department of Labor Wage and Hour Division.
XJ6
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