It Desktop Support Technician

Descripción del trabajo Company Description. Current (formerly GE Current, a Daintree Company) has unveiled a new brand identity following the historic acquisition of Hubbell's Commercial & Industrial (C&I) Lighting business. The enterprise brand unites the companies under a single identity with one purpose: To deliver the innovation customers require, with solutions that create inspiring, efficient and safe environments. Current products dramatically improve lighting quality, reduce energy demand to support cleaner air, and have become synonymous with reimagined physical spaces. The history of the company demonstrates decades of trusted quality and reliability. Current's portfolio includes 35 industry-leading product brands each offer a unique value proposition. Primary office locations are Cleveland, OH and Greenville, SC, with centers of expertise locations in Austin, TX, Rolling Meadows, IL and Quebec, Canada. Manufacturing operations reside in Hendersonville, NC, Pittsburgh, PA, Plympton, MA, Christiansburg, VA, Acuna, MX and Tijuana, MX. Job Description Provide support for the local desktop environment by creating, triaging, escalating or completing requests and issues to support Manufacturing systems / production floor devices (computers, tablets, scanners, label makers etc.) & End Users. This entails activities that cannot be done remotely by the Service Desk. Learn and utilize process and systems for end user support, asset management and system configuration. Dependent on systems and personnel at the local site may also provide support for systems such as video conference rooms, facilities access control systems and BMS (Building Management Systems) etc. as needed. As one progresses in this position, the involvement in project work may increase along with the ability, and necessity, to lead small projects. Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues. Identify and learn appropriate software and hardware used and supported by the organization. Be up to date with thorough working knowledge of production facility in order to prioritize work based on the impact. Modify local workstation configurations and settings, per approved processes, to complete requests and resolve issues. Evaluate documented resolutions and analyze trends for ways to prevent future problems and build / update KB articles. Through remote and in-person techniques, provide end user solution, work-around, or escalation process as determined by a review of the ticket details and/or interaction with the end-user while communicating with the end-user using an advocate of the customer approach, which would include post-resolution follow-up, to complete requests and resolve issues to the end users' satisfaction and understanding. Monitor ticket management system for tickets assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users. Based on experience and general guidelines direct tickets, as needed, to next level of support. Deploy, or retrieve, equipment for provisioning, deprovisioning and transfer of tickets to meet critical deadlines. Deploy and recycle / dispose of computer equipment per organizational standards and guidelines. Maintain inventory of hardware and software in the Asset Management system. Other duties as assigned. Knowledge, Skills and Abilities Good understanding of production systems, mobile devices and other tech products, including, but not limited to: desktop and Active Directory, VPN technologies for remote user support, A/V and videoconferencing equipment, wiring closets, patch panels and network cabling, basic network terminology & technology such as IP addressing, range of diagnostic utilities. Good written and oral communication skills. Good interpersonal skills, with a focus on rapport building, listening and questioning skills. Strong documentation skills. Ability to work independently as well as part of a collaborative team. Ability to analyze and solve problems. Ability to conduct independent investigation for ticket analysis and resolution. Ability to effectively prioritize and execute tasks in a high‑pressure environment. Exceptional customer service orientation. Ability to deliver results with minimal oversight. Qualifications High School Diploma / GED required. 2-4 years of experience in IT Support role. Knowledge and understanding of Ticketing system & IT self-service tool(s). Familiarity with Production environment is highly preferred. Help Desk Institute (HDI) Desktop Support Center Analyst, preferred but not required. A+ certification, preferred but not required. #J-18808-Ljbffr