IT Service Desk Tech III

Bigelow Tea is the number one specialty tea company in the United States. We are a family-owned and operated business and a Certified B Corporation. Being a certified B Corp officially recognizes a commitment that has been part of the company’s DNA since it was founded 80 years ago. Our purpose has always been about much more than making profits. We are committed to good citizenship, ethical business practices, accountability, transparency, protecting the environment, sustainability and supporting our communities. We pride ourselves in caring about each and every one of our employees. We have a long-term outlook and are constantly working to create an environment that inspires people to make positive contributions every day. Bigelow is currently looking for a select, talented individual, that shares our values, to join our growing team.

Summary/Mission Statement - Information Technology:

Provide high availability of a flexible, reliable, secure, and cost-effective technology environment. Strategically plan, train, and implement technology for future company needs.

This position reports to the IT Infrastructure Operations Manager and will consistently interact with all departments and personnel within the company.

The IT Service Desk Technician's role is to:

• Ensure a smooth end-user technology experience to efficiently accomplish business


• Prioritizing and actively resolving end-user technology service desk requests independently and with the assistance of other IT personnel as escalation of requests when needed while still owning the user

Essential Duties and Responsibilities:

The main activities of the role are:

• Be the "First Responder'' for all end-user service desk issues/requests


• Field incoming help requests from end users in a courteous manner. Requests may be received by Service Desk ticket, telephone, e-mail, messaging, or in-person.


• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.


• Prioritize problems with assistance from other members of the IT


• Transfer/escalate problems (when required) to the appropriately experienced IT team member.


• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or


• Build relationships with the end-user community/ Provide excellent customer service


• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem


• Identify and learn appropriate software hardware & solutions used and supported by the test fixes to ensure the problem has been adequately.


• Perform post-resolution follow-ups to help.


• Develop documentation and frequently asked questions lists for end users.


• Facilitate a strong and collaborative environment by consistent and effective communication with end users. Frequently inform other team members about the status. of requests and changes to the environment that impact others.


• Manage user accounts, permissions, and security groups in Active Directory and/or Azure AD, including multi-factor authentication.


• Collaborate with application, network, and server teams for seamless cross-functional support and incident.


• Proactively monitor system alerts and endpoint management dashboards to identify and resolve issues before they impact end users.


• Utilize advanced diagnostic tools, scripts, and system logs to perform root cause analysis on persistent or highly technical.


• Lead or coordinate targeted employee training sessions on security awareness, system changes, or new technology.

Skills Required:

Strong working knowledge and experience in implementing and maintaining the following technologies:

• Knowledge of end-user computer hardware and software
  
  
  
  • PCs (Windows 7/8/10) / MacOS (OSX10+)
  
  
  • Printers/Printing
  
  
  • Mobile phone set-up and support
  
  
  
  


• Application support experience
  
  
  
  • Microsoft Office (Outlook, Word, Excel, PowerPoint)
  
  
  • Adobe Creative Suite
  
  
  • Videoconferencing (Zoom and Teams)
  
  
  
  


• Strong knowledge and interest in technology products and trends


• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning


• Analytical thinker with experience in finding solutions to problems from multiple data points


• Collaborative team player skills with ability to build and maintain internal and external relationships

Experience with Service Tracking and Ticketing Systems strongly preferred