IT Service Desk Technician

POSITION TITLE: Service Desk Technician

LOCATION: North Canton, OH

POSITION STATUS: Full-Time

REPORTS TO: Service Desk Manager

ABOUT AWP

Based in Northeast Ohio, Area Wide Protective (AWP), is a rapidly growing national safety services provider committed to protecting our customers’ people, business, and time. AWP is America’s Traffic Control Leader, representing nearly every major public utility: electric, gas and telecommunications.

Founded in 1981, Area Wide Protective, Inc. (AWP) has grown into North America’s leading provider of professional traffic management and protection services. The company’s capabilities include work zone flagging, design and engineering for transportation management plans, equipment sales, rental and 24/7 support. AWP employs 6,500 team members across 27 U.S. states and four Canadian provinces.

AWP CORE VALUES

Customer Focused – Deliver on our commitments each and every time

Focused on Growth – Promote and encourage creative solutions

We Value our Employees – Develop our skills to excel at everything we do

Commitment to Safety and Quality – Have a passion for excellence

Sense of Urgency – Demonstrate enormous energy and the ability to motivate others

POSITION SUMMARY

The Service Desk Technician provides day-to-day tier 1 support to AWP end-users and will provide technical and network problem resolution to end-users (customers) while guiding users through step-by-step solutions or escalate to tier 2 support when necessary. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner remaining committed to protecting our customers’ people, business, and time.

RESPONSIBILITIES

• Provide first line response for users requiring assistance with all IT issues
• Gather customer information and determine the issue by evaluating and analyzing the associated problems
• Provide technical advice, guidance, and informal training to customers and provide initial screening using hardware and software programs and questionnaires
• Respond to and resolve open ticket issues in a timely manner via phone, e-mail, or remote administration; follow up on open items and outstanding issues and escalate issues as appropriate
• Escalate open tickets to tier 2 support when applicable
• Notify customer of resolution status by reporting progress of issues
• Assign, track and audit laptops, tablets, cell phones, and other peripheral equipment for corporate and field employees
• Deploy, monitor, and troubleshoot operating systems, software, and malware issues
• Train users on new computer hardware, software, printing, and e-mail functionality
• Interact with internal customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Resolve internal issues that relate to username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, assisting with navigating around application menus and troubleshooting email issues
• Accurately process and record call transactions using a computer and designated tracking software
• Stay current with system information, changes and updates
• Afterhours monitoring of IT Hotline on a rotational basis
• Other duties as assigned

QUALIFICATIONS/EDUCATION

• High School Diploma or GED required
• 6 months customer service experience preferred, but not required
• Strong technical skills; Windows PC, Android OS, iOS, tablet, smartphone device
• Ability to work independently and prioritize tasks
• Technical aptitude and ability to research and solve simple to complex technical issues
• Strong customer service skills
• Organized and focus on detail and accuracy
• Excellent verbal and written communication skills
• Strong problem-solving skills and critical thinking skills
• Proficient with Microsoft Office products (Excel, Word, Power Point)

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Employee must be able to successfully handle the physical demands of this position, which include the following:

• Hours of operation are typically 8 a.m. – 5 p.m., M-F
• Primarily sedentary or working at a desk
• May occasional have to go into the field to interact with employees to gather information
• Occasionally lift and move up to 40 pounds
• While performing duties of this job, the employee is regularly required to talk or hear
• The employee frequently is required to stand, walk, or reach with hands and arms
  

Area Wide Protective (AWP) is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.