Service Desk Technician - Poughkeepsie, United States - Central Hudson

Central Hudson Poughkeepsie, United States

3 weeks ago

Description

Benefits:
Competitive compensation

Medical, Dental, and Vision insurance

401(k) Retirement Savings Plan with substantial company match

Life and Travel Insurance

Tuition Assistance

Wellness Reimbursement Program

Paid Holidays and Vacation

What is a Service Desk Technician?

Our focus on the transformational value of technology and customer service inspires us to holistically manage technology solutions to change lives for the better.

The Service Desk Technician responds to technology related incidents and requests through the ITSM (Information Technology Service Management) ticketing platform.

The ServiceDesk team supports two key functions, initial capture and triage of user issues.

They work through a variety of communication channels, such as the ServiceDesk Portal, Phone, and chat, as well as support end-user technology solutions whether laptops, desktops, printers, peripherals, or other devices.

The ServiceDesk team is responsible for maintaining customer support, communicating effectively to provide appropriate troubleshooting information for escalation and supporting the larger technology group by serving as the single point of contact.

Alignment with the full I&O (Infrastructure & Operations) organization will ensure collaborative department needs are met to ensure we are providing an optimal level of support, looking for opportunities to educate, optimize and automate our service delivery to reduce business impacts.

What does a Service Desk Technician do?

Serves as the single point of contact for the technology organization to the end business users

Provides initial troubleshooting and triage to properly capture priority and provide appropriate troubleshooting information prior to escalation

Deploys, supports, and troubleshoots for PC, mobile and office technologies, including but not limited to iOS, Android, desktop, laptop, peripherals, VDI (Virtual Desktop Infrastructure), and printers

Maintains communication with the business on major incidents, rapidly triaging and communicating handoff to escalation teams to meet SLAs (Service Level Agreements)

Contributes regularly to the ServiceDesk knowledge base using designated tools

Keeps skills updated on supported technologies and corporate business applications

Demonstrates the ability to follow departmental processes and policies, as well as maintain an acceptable level of performance as required by the departmental scorecard

Participates in special projects to improve Processes and Technologies

Takes responsibility for personal learning, development, and time management, setting achievable and meaningful work jobs and managing personal targets

Demonstrates a commitment to Central Hudson organizational values, including performing to a high ethical standard and focused on integrity, collaboration, and teamwork in all efforts

Duties will include participation in a 24/7 callout rotation to support L1 business callouts/escalation for major incidents and staggered shifts during workdays to accommodate business hours, subject to change based on business needs

Provides support for storm/emergency restoration efforts

What does it take to be a Service Desk Technician?

Required:
Associate's degree in Computer Science, Information Technology, STEM, Business or a relevant field of study. In lieu of an associate's degree, a High School Diploma or Equivalency degree and 2+ years relevant experience will be considered

Experience in HW/SW troubleshooting activities and problem resolution

Strong computer skills in Microsoft Office Suite

Excellent communication skills, both written and oral

Excellent interpersonal skills, including customer service, training, presentation, and public speaking

Ability to be flexible and adaptable in the face of changing organizational priorities, technology, and processes

Ability to travel to district locations

Capable of lifting 35lbs

Valid driver's license

Preferred:
Bachelor's degree in Computer Science, Information Technology, STEM, Business or a relevant field of study

Certifications:
CompTIA A+ Windows technology (Windows 8+) experience

Apple technology (iPhone, iPad) experience

This position has a career path which allows for advancement opportunities within a job series. The title and level are commensurate with experience.

Pay range:
$51,400-97,700

Please go to . Click the "Search Career Opportunities" button. Follow the directions to submit an application and upload your resume for the desired position.

Applications sent via e-mail and US Mail will not be accepted. No phone calls or agencies, please. All replies will be held in strict confidence.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.

Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.

VEVRAA FEDERAL CONTRACTOR
Look to Central Hudson for an environment that fosters teamwork, safety awareness and impeccable customer service. We are committed to educational development, employee satisfaction and a diverse workforce. We also have a strong belief in and long history of promoting from within. Our employees enjoy numerous opportunities for transition and growth throughout their careers.

We offer a comprehensive benefits package including competitive compensation, health benefits, 401K plan with substantial company match, tuition assistance, wellness reimbursement, life insurance, and paid holidays and vacation.

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