IT Service Desk Agent

As part of a global IT Team, the IT Service Desk Agent acts as the single point of contact for end users, applying customer service and technical skills to document, manage and fulfill user requests. This position plays a key role in supporting the IT team in exceeding business expectations while providing support across a wide range of IT services. In addition to gathering information through user conversation the Service Desk Agent applies a close attention to detail while documenting, scoping, and prioritizing tasks prior to escalation to further lines of support. Additional responsibilities of this role include configuring and deploying assets, managing IT inventory, deploying software to workstations, providing remote and deskside support, and maintaining a knowledge base with the support of their team.

Primary Responsibilities

• Act as a single point of contact for IT requests
• Phone support
• First call resolution Basic user support
• Triage incoming request while working closely with users to identify and document incidents, problems, and requests
• On-site support for primary location
• Remote support for all NA locations and remote users
• Clear and consistent documentation of completed tasks as part of escalation to further lines of support
• Management of updates to daily first level ticket queues
• Follow defined IT processes
• Support of company onboarding processes for new employees
• Configuration and deployment of workplace hardware, software, and mobile devices
• Management of audiovisual equipment in conference rooms and training centers
• User and account management
• Asset management and maintenance of the CMDB to ensure accurate inventory records
• Adhere to company policies and protocols
• After hours support and maintenance as required
• Other duties as assigned

• Associate degree (preferred)
• Basic ITIL Certification a plus
• 1 year minimum experience supporting desktops, applications and mobile device

COMPANY BENEFITS

· Generous PTO

· 10 Paid Holidays

· Medical, Dental, Vision Insurance

· Guaranteed Biannual Bonuses

· 401k with Company Match

· Company Paid Life Insurance

· Annual Raises

· Room for Advancement

COMPANY DESCRIPTION

Schluter Systems is a family-owned and internationally renowned company that has been rapidly growing over the last 10 years. The Schluter brand is backed by a team of people working together to create a line of innovative products that provide solutions to the tile industry. We’re looking to build our team with individuals who like to think BIG, and want to be part of what makes our products-- extraordinary. We are a company that treats its employees, suppliers, and customers as long-term partners. Where success is built on a win-win philosophy and everyone should benefit.

"Profit is not the goal of the business. Profit is the consequence of a job well done" Werner Schluter, Founder

Are you interested in a truly unique and special company? Hear from our employees on what it means to be part of the Schluter family: http://www.schluter.com/careers . Then if you’re ready to see life in Orange, talk to us about this career opportunity at Schluter Systems.

Schluter Systems L.P. is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law.

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base pay offered will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for additional benefits to the base pay range listed above.

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