What are the responsibilities and job description for the IT Service Desk Specialist position at Autocam Medical?
Brief Description
The IT Service Desk Specialist will work in a team environment to provide high-quality technical support and solutions to all Autocam Medical Staff. The IT Service Desk Specialist delivers exceptional customer service, combining technical expertise with problem-solving and interpersonal skills to enhance organizational productivity and user satisfaction. The position serves as a trusted advisor and advocate for users, ensuring that their IT needs are met promptly and effectively.
Requirements
Key Responsibilities:
The IT Service Desk Specialist will work in a team environment to provide high-quality technical support and solutions to all Autocam Medical Staff. The IT Service Desk Specialist delivers exceptional customer service, combining technical expertise with problem-solving and interpersonal skills to enhance organizational productivity and user satisfaction. The position serves as a trusted advisor and advocate for users, ensuring that their IT needs are met promptly and effectively.
Requirements
Key Responsibilities:
- Serve as the first point of contact for incoming incidents and service requests via phone, email, or ticketing systems.
- Log, categorize, and respond to incidents based on priority.
- Document interactions and ensure proper tracking, follow-up, escalation, and resolution of issues within service level agreements (SLAs).
- Create and maintain employee-facing and internal IT knowledge bases.
- Diagnose and resolve hardware and software issues on desktops, laptops, printers, mobile devices, AV systems, and other business technology.
- Perform root cause analysis to identify and solve recurring technical problems.
- Troubleshoot network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
- Manage user account controls, permissions, and licenses.
- Maintain inventory of IT assets and hardware lifecycle.
- Provide end-user training on hardware, software, and IT policies.
- Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements.
- Identify and share operational and technical improvement opportunities with the team.
- Stay current with new and emerging technologies.
- Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems, or a related degree program preferred.
- Minimum 2-3 years providing technical support in an enterprise environment.
- Experience provisioning, deploying, troubleshooting, and repairing Windows PCs.
- Ability to work on-premises at our Kentwood, MI location with occasional travel to remote plants as needed.
- Experience with RMM tools, Ticketing Systems, Asset Management, Imaging, and Patch Management solutions.
- Basic understanding of networking concepts including TCP/IP, DHCP, DNS, VPN.
- Experience writing technical and user-facing documentation.
- A passion for delivering exceptional customer service.
- Excellent written, verbal, and interpersonal communication skills.
- Strong ability to multitask and resolve issues with urgency
- A record for being detail-oriented, proactive, and able to predict potential problems.
- Familiarity with ITSM frameworks such as ITIL4.
- Prior experience in the manufacturing sector.
- Certifications such as ITIL 4 Foundations, CompTIA A , Network , or Microsoft Certified Professional (MCP) are a plus.
