IT Service Desk Technician
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Location: Ohio
Job type: Permanent
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Sector: IT & Communications
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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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