Service Desk Support II

Steel Technologies LLC

Under limited supervision of the IT Manager, the Service Desk Support II will provide leadership, mentoring and guidance to other Service Desk technicians. This role will work with all aspects of the overall IT support model to ensure superior service to end users for server applications and hardware. This position troubleshoots user problems and provides resolutions. The position interacts with Server and Network Operations to maintain and monitor infrastructure services while providing recommendations for process improvement. How youll contribute to our company: * Work with IT Manager to provide leadership and guidance to Service Desk technicians * Assist in ensuring the IT Service Desk team delivers IT services to our customers according to identified procedures and objectives * Provide first and second-tier hardware, software and networking support to end users for PC, thin client, server, or AS400 applications and hardware incidents * Diagnose problems and provide resolutions to users and Service Desk technicians as needed * Ensure set up and IT equipment configuration accurately meets identified requirements * Interact with various IT support teams such as Network, Server, Systems Analysts and/or applications development to restore service and/or identify and correct core problem * Identify recurring problems and make recommendations to management for process improvement * Monitor all tickets and service desk requests to ensure all issues are handled and resolved * Manage, organize and prioritize incidents, projects and requests * Perform break-fix support for PCs, laptops, desktops, and network printers * Lead the development of procedures and policies that define acceptable and effective use of the desktop environment Heres what we can offer: * Medical, Dental, and Vision insurance * Competitive Wellness Program to assist in premiums, costing as low as $0.00/month * Short-Term and Long-Term Disability * Employer-Paid Voluntary Life * 401(k) after 90 days of employment + competitive match after one year * Adoption Assistance * Health Savings Account and Flexible Spending Account * Discount programs in automotive, appliance, and technology * Incentive Bonus * Education Assistance * Opportunity for Career Advancement Heres what is needed to be successful: * Prefer at least two years college-level coursework in Information Technologies * Two to five years experience in IT support * Ability to provide mentorship and leadership to other Service Desk technicians * Ability to communicate effectively * Knowledge of PC/laptop hardware, Windows Desktop operating systems and basic networking in a distributed enterprise business environment * Knowledge and understanding of network fundamentals (router, switch, firewall, VLAN, DHCP, and IP addressing and sub-netting) * Thorough knowledge and understanding of printer server, file server, and Active Directory operations * Experience with the following strongly desired: 1. Service Now 2. AS400 3. Mobile Iron 4. Windows Imaging 5. Terminal Services 6. Microsoft Office 365 7. Thin client support 8. ITIL based ticketing system Steel Technologies is an equal opportunity employer and considers all qualified applicants without regard to any classification protected by federal, state and/or local law.

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