Information Technology Service Desk

This is a contract to hire Retail Service Desk Technician, Operations

onsite position in Louisville, KY.No Corp to Corp, H1B Visa and no sponsorship providedThis is a great opportunity for new graduates of IT or students who had internship experienceShift is Tues - Saturday- 9:30am-6:00 pm - possible to work remote 1 day per week after trainingYou will be responsible for handling day-to-day operations of all reported technical support issues by all employees. This would include but not be limited to different locations and remote users.The ideal individual will provide tier 1 and 2 technical support for all reported incidents (break fix’s) and requests (hardware, software or access). Additionally, a Retail Service Desk Technician, Operations must be able to work independently and as part of a 5-technician team. Lastly, this individual must be proficient in both Windows OS and Mac OSX, as well as all Microsoft Office applications.This is a critical role within the organization and requires good customer service skills and prioritization skills. Success will be measured by problem-solving skills and the ability to evaluate and resolve a wide variety of reported incident types.This position will report to the

Supervisor, of Retail Service Desk OperationsPrimary Responsibilities:Embody our culture and values through a high degree of self-accountability acting as a model for all team members both internally or externally.Work with cross-functional teams such to provide timely and responsible outcomes to needs and requestsManage ticket queues and routing tickets to the appropriate technicians for resolutionsProvide tier 1, 2 and 3 technical supportTroubleshoot: PC/Mac hardware, peripherals and communication devicesProvide software support, including but not limited to, OSX, iOS, Android, Windows 10, MS Office 365, Adobe Creative Cloud JAMF, and all propriety softwareProvision and deploy: PC/Mac hardware, peripherals and communication devicesReceive, prioritize, and resolve end user incidents in accordance of IT Service Desk SLA’sLogs and tracks issues using IT service management system, and maintains history records and related problem documentationResearch and troubleshoot unfamiliar errors using an online knowledge base and other resources to effectively identify and resolve problemsParticipate in writing and organizing documentation: team documentation, end user how-to guides and other information that will be used in IT Service Desk knowledge base for future supportContribute in team projects and tasksPerform routine preventive maintenance checksSupport special meeting events, video and teleconferencesKeep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projectsEnsure the timely resolution or escalation of assigned service desk tickets to minimize impact to the usersAdhere to team processes, procedures, policies and job aids

Position Requirements:1-3 years of experience in corporate IT technical support roleAbility to socially interact with Customers, Employees and Business Partners inside and outside of the business.Ability to work with large teams setting personal and professional goals for themselves and others.Great interpersonal skills, a positive attitude, and the ability to thrive in a fast-paced environmentHave a high degree of comfort dealing with ambiguity, including the ability to take initiative when an opportunity provides itself.Self-motivated, a good communicator with an innate ability to bring the best out in others.The ability to multi-task, set priorities and work well under pressure.This position involves constant moving, talking, hearing, reaching, grabbing, and standing for at least two consecutive hours. May occasionally involve stooping, kneeling, crouching, and climbing ladders.Strong knowledge of PC and Mac hardware and softwareWorking knowledge of Active Directory, Azure AD, Exchange Mailbox administration, Microsoft Office Suite, JAMF, Microsoft Teams, Sharepoint, Group PoliciesExperience with NTFS and file share permissionsExperience with TCP/IP SuiteExperience with AV technologyExperience with the following Operating Systems - Windows and Mac OSX, iOS & AndroidAbility to multitask in a dynamic environmentExperience working in a team-oriented and collaborative environmentWillingness to work irregular and overtime hours on occasion, as neededTravel RequiredExcellent attitude and willingness to learnExcellent oral and written communication skills to explain complex technical resolutions to end usersStrong problem-solving skillsLifting computers and peripheralsCertifications are a plus: (CompTIA A+, Network +, MCSA, CCENT, ITIL)Prior experience client management tools are a plus: (Meraki, JAMF, Jira Service Desk, Cherwell, LogMeIn,)· Applicants must be 18 years of age or older and fully vaccinated against COVID19.Must pass background check.