Service Desk Technician - Durham, United States - Marken

Description

Title: Service Desk Technician Job Purpose: The Service Desk Technician (Senior) plays a crucial role in providing advanced technical support and expertise to resolve complex IT issues and deliver exceptional customer service. This role involves troubleshooting, diagnosing, and resolving escalated IT incidents and service requests, as well as providing guidance and mentorship to Level 1 and Level 2 technicians. The Service Desk (Senior) Technician also contributes to continuous improvement initiatives and helps maintain a high level of customer satisfaction. Hours and location may vary, some weekend work is required. Main Duties and Responsibilities: Advanced Troubleshooting:

• Investigate and resolve complex IT issues that have been escalated from Level 1 and Level 2 technicians.
• Analyze and troubleshoot hardware, software, network, and system problems effectively and efficiently.
• Utilize diagnostic tools, log analysis, and remote desktop control to identify and resolve technical issues.
• Provide creative solutions and think outside the box.
• Run projects from beginning to end.
• Establish processes and procedures.
• Work with L1 and L2 to achieve objectives.
• Help with procurement and co ordination tasks as needed.

Incident and Request Management:

• Prioritize and manage escalated incidents and service requests to meet defined SLAs (Service Level Agreements).
• Collaborate with other IT teams, as necessary, to ensure timely resolution of issues.
• Document all incidents and solutions thoroughly in the ticketing system.
• Run Major incidents and problems.

Technical Expertise:

• Stay up-to-date with the latest technologies and IT industry trends.
• Provide expert guidance and mentorship to Level 1 and Level 2 technicians.
• Assist in the development of training materials and documentation.
• Write up and review KBAs and keep them updated as necessary.

Customer Support:

• Communicate effectively with end-users and stakeholders to understand their technical issues and requirements.
• Provide clear and concise instructions and solutions to non-technical users.
• Ensure a high level of customer satisfaction through exceptional service.

Escalation Point:

• Act as the final point of escalation for challenging technical issues.
• Collaborate with other IT teams or vendors for in-depth problem resolution.
• Provide detailed incident reports and recommendations to management.

Infrastructure Monitoring:

• Monitor network and system performance to identify potential issues proactively.
• Implement preventative maintenance procedures to minimize downtime.
• Work with IT Infra team to come up with solutions and processes.

Documentation and Knowledge Sharing:

• Maintain and update documentation related to troubleshooting procedures, known issues, and best practices.
• Share knowledge and expertise with team members to enhance overall skill levels.

Continuous Improvement:

• Participate in process improvement initiatives to enhance the efficiency and effectiveness of the Service Desk.
• Provide feedback and suggestions to improve support workflows and tools.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
• Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus.
• Proven experience in a senior role or equivalent technical support role.
• Strong knowledge of ITIL processes and best practices.
• Excellent problem-solving skills and attention to detail.
• Exceptional communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Proficiency in IT service management tools and remote support technologies.
• Knowledge of various operating systems (Windows, macOS, Linux), hardware, and software applications.
• Familiarity with virtualization, cloud computing, and networking concepts.
• Service Now experience is a must for this role.

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production. Moving Our World Forward by Delivering What Matters. EEO and Veteran Employer