IT Help Desk Technician

**Date**:Oct 22, 2025**Location**: Obispado, NLE, MX, 64060**Company**:CorningRequisition Number: 71479**The company built on breakthroughs.****Join us.**Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.How do we do this? With our people. They break through limitations and expectations - not once in a career, but every day. They help move our company, and the world, forward.At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.Come break through with us.Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings - carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.**Role Purpose**:To provide support of authorized IT Devices for business use in connection with Corning IT platforms, resources, services and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support.**Key Responsibilities**:- Responds courteously and promptly to user phone calls, live chats, incoming tickets and other assigned service channels- Effectively use ServiceNow to manage tickets throughout their lifecycle- Contribute towards meeting or exceeding SD metrics, targets and goals- Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.- Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.- Interact with vendor for technical support to ensure effective resolution of 3rd party services.- Monitor the queue and action or route tickets.- Inform leadership of broader issues impacting users or the team- Interact with teammates throughout the day to share information and knowledge- Fulfill all administrative requirements on-time- Answer, respond to and route Corporate Calls as needed**Experiences/Education - Required**:- A minimum of 2 year of IT Helpdesk, Service Now or Service Desk experience- Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment- Customer service experience, preferably in a call center environment- Strong work ethic with an attention to detail and a positive attitude- Self-starter, able to work in team environment and motivate others- Strong technical abilities, including knowledge and skill with computers and mobile devices- Strong organization, and planning skills, with ability to handle changing priorities- Interpersonal skills, empathy, patience, and ability to communicate clearly- Must be fluent in English, with the ability to read, write, and comprehend**Experiences/Education - Desired**:- Experience with call management software such as Finesse or similar- Quality /documentation experience- Microsoft Azure- Active Directory Administration- Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.- Configuration & distribution of corporate mobile devices- Troubleshooting Cisco VPN and Pulse clients- Facilitating Citrix connectivity- LogMeIn remote connection/utilization or similar tool- Asset management skills- Edge and Google Chrome support- Installation/configuration of various Software- Printer/driver troubleshooting & installation- ServiceNow or similar ticket management tool- Nexthink Experience- Windows Defender- MECM Deployment of software**A job that shapes a life.****Corning offers you the total package.**Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.- Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.- As