Help Desk Technician I

Position Title : Help Desk Technician

Reporting to : IT Manager

Department : Information Technology

Central Power Systems & Services is a privately held company with deep roots going back to 1954.

Our Mission Statement is forging long-lasting partnerships by providing first-class customer support. We live that statement every single day. We are looking for a Help Desk Technician to help support that mission.

JOB SUMMARY

The Help Desk Technician is responsible for customer-centric exceptional services and support operations, which are founded on both industry and corporate standards.

The Help Desk Technician provides technical and operational guidance and to foster overall alignment with CPSS customer-centric exceptional services and support and industry best practices. This role collaborates with Project Managers, External Vendors, IT Leadership, other administrators, and various technical team members throughout IT to develop operations to support complex business needs and deliver, implement, and train the Help Desk on the solutions.

This individual will possess advanced communication and technical skills along with practical experience in multiple areas within their discipline (i.e. Support, Infrastructure, Data or Security). The Help Desk Technician is expected to manage the resolution of large and complex problems, challenges and issues that cross multiple teams and business units. The Help Desk Technician is expected to serve as a subject escalation point in several areas. They also possess the skills needed to be able to step into many roles within their Help Desk discipline.

RESPONSIBILITIES

Process and Support (70%) :

• Serve as the first point of contact for IT inquiries or customers seeking technical assistance over the phone, email or messenger.
• Provide remote troubleshooting, diagnosing and resolving technical problems related to software, hardware, and networks.
• Provide clear and concise instructions to users on how to resolve technical issues.
• Track of customer interactions and technical issues in the Service Desk ticketing solution to maintain Help Desk operational SLAs.
• Update support tickets, knowledge base articles and procedures.
• Assisting with hardware and software upgrades : This may include installing new software releases, updating firmware, and replacing hardware components.
• Consult vendors and other CPSS IT personnel for problem resolution.
• Work complex incidents, perform troubleshooting, administer repairs. Meet team SLAs.
• Assist with security : Identity access management.
• Providing training to customers : Training and supporting customers on how to use new software or hardware, or how to resolve common technical issues.
• Participating in team meetings : Attend regular team meetings to discuss current issues, share knowledge, and improve processes.
• Perform other related duties to support the mission and critical success factors of the CPSS Technology department.

Technology Innovation : (10%) :

Requirements Gathering, Design and Implementation (10%) :

Peer Leadership (10%) :

Great Benefits

QUALIFICATIONS

Required

Preferred

Experience in areas of systems / security preferred : ServiceDesk Plus Cloud, Smart Deploy, Icon VN Phone System, Screen Connect, MS Intune, Sentinel One, MS Flows, MS SharePoint and (MS Authenticator and Duo Preferred) MFA. Windows Servers, Microsoft Office 365, Azure AD, Active Directory and services. Web Servers, Internet Information Services, Database Services, MS SQL, Print Services. Enterprise applications, Procede - Excede, Epicor and Autodesk.

WORK CONDITIONS

Physical Demands / Work Environment :

This position regularly requires walking, standing, sitting, stooping, bending, kneeling and climbing stairs. This list is not meant to cover every possible scenario but simply provide an outline. Employees may be assigned other tasks as needed.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

CPS&S is a smoke-free and drug-free work environment.