We are seeking a Help Desk Technician to join our Global IT. In this role, you will be responsible for timely first call resolution of Level 1 IT incidents and requests, as well as route escalations, as necessary. This position requires excellent customer service, communication, and customer relationship skills. The individual is expected to possess strong analytical skills, and attention to detail, and consistent follow-through to ensure problems are resolved per customer satisfaction. As a member of a global team, the individual is required to provide over the phone Service Desk support to English speaking technical and non-technical employees, support a variety of desktop, laptop, and mobile-based hardware and software. This position will troubleshoot low to intermediate level incidents involving but limited to productivity, and web-based applications, Operating Systems, Active Directory, and Exchange.
Prioritize incidents and requests based on Service Level Agreement (SLA).
Receive, delegate, and deliver incoming requests from Stratasys employees.
Properly document and categorize all calls into the ServiceNow ticketing system.
Triage and escalate incident events that could not be resolved at first contact.
Follow and maintain ticketing system integrity policies on a daily basis.
Ensure that customer support requests meet both IT and customer requirements.
Help monitor equipment inventory, and order stock as needed.
Identify and act on opportunities for process improvements, and assists in developing appropriate processes.
Contribute to company knowledgebase to aid in future troubleshooting.
As needed, provide support for infrastructure projects as defined by the principle team members and management.
Demonstrate commitment to Stratasys Core Values by leading, acting, and behaving in a manner consistent with these values.
Follow all company safety policies and procedures and attend all safety trainings related to the job.
Assist with the new hire onboarding process
Essential Education, Skills and Experience:
Strong verbal and written English language skills.
1-2 years’ Service Desk Level 1 or equivalent experience.
A strong dedication to quality customer service, and a working knowledge of service delivery procedures.
Strong problem-solving skills and decision-making ability.
Ability to handle many tasks simultaneously.
Working knowledge of Microsoft Windows 7, 8.1, and 10 operating systems- MUST
Working knowledge of Microsoft Active Directory, Exchange, and the Office suite- MUST
Working knowledge of software and/or processes of security, internet, spreadsheet and word processing.
Working knowledge of networking concepts, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients.
Working knowledge of 365, Azure, SSO, Two-Factor Authentication (MFA)
Working knowledge of Laptop and desktop computing hardware, Mobile devices (Android and iOS)