IT Service Desk Technician

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Location: Ohio
Job type: Permanent
Aircraft type:
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Sector: IT & Communications
Job Role:

Job Description

The Metals Group (TIMET/SMC, PCC companies) has an immediate opening for IT Service Desk Technician in our Bedford Heights, OH office. Working within the IT Service Desk Function, the IT Service Desk Technician maintains a central point of contact providing front line IT support services for TIMET and SMC divisions and all its employees. With emphasis on customer service this position primarily focuses on 1st and 2nd level IT support while also undertaking system access and customer account administration.

Promptly responds to all IT related incidents presented to the IT Service Desk

Ensures accurate documentation of incidents is being recorded

Facilitates problem resolution by reviewing ticket assignments, gathering additional information, providing status to customers and driving the resolution process

Installs personal computers, software, and peripheral equipment

Responsible for the daily monitoring, maintenance, and availability of computer hardware

Performs system access and customer account administration

Enforces IT policies, procedures, and standards, including system and cyber security, to ensure conformity with all information systems and company objectives

Acts as a key escalation point for critical IT problems and customer complaints

Maintains effective communication with the Information Services organization and the TIMET customer base

Builds relationships with customers and strives to understand their problems and needs

Point of contact for outside vendors, contractors and consultants

Assists with network, server and telecommunications administration and support as required

Provision of ‘out of hours’ support when required

Be available to work at other TIMET/SMC locations when required

Expected shift work requirement

Stay abreast of new technologies, strategies, and services related to areas of responsibility

Excellent customer service, telephone etiquette, and interpersonal skills

Broad understanding of Microsoft client / server operating systems, networking and Microsoft Office productivity tools

Strong troubleshooting skills with ability to solve problems independently, quickly, and completely and to communicate and present to diverse types of audiences (management, teammates, users, vendors, and other staff)

Excellent organizational and time management skill with strong oral and written communications skills (technical and non-technical)

Ability to work productively either independently or in a collaborative team environment

Capable of managing small projects and problem resolution in a cross-functional environment

Ability to consistently meet deadlines and commitments

Show knowledge, concern, and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence in the IT organization

Ability to demonstrate and maintain a high level of initiative, motivation, goal orientation and positive moral

Education/Experience Requirements

Recognized qualifications in Computer Science, Business or a related discipline; equivalent experience acceptable

2+ years of IT technical support or systems administration experience

Technical understanding of client / server computing architectures, Microsoft operating systems, business and productivity applications

Some travel required

Other duties as assigned

Proof of US citizenship, nationality, and/or permanent resident status in order to comply with all applicable export and import laws and regulations.

Precision Castparts Corp. is an equal opportunity employer committed to recruit, hire, train, and promote in all job categories without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or other status protected by applicable law.
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