Junior IT Service Desk Technician

• #1 Airport in North America and Indiana Chamber's Best Places to Work!
• Paid Childcare Reimbursements up to $10k/year, per child. 
• Paid Tuition Assistance up to $5,250/year
• Generous Medical, Dental, Vision and RX
• Free Healthcare through Marathon Health
• Pet Insurance
• Up to 5% Match Retirement Plan
• Generous Paid Time Off Programs & MORE! 

GENERAL SUMMARY

It is the responsibility of the Jr. Service Desk Technician to provide tier one and tier two technical support for equipment and systems while performing various administrative and clerical duties. The work involves interacting with internal customers to resolve technical issues in a timely and professional manner. The position will require the successful candidate to be able to maintain professionalism in stressful situations, demonstrate a customer-focused attitude toward technical support and problem resolution, and be able to successfully manage multiple projects at once.

ESSENTIAL FUNCTIONS

• Perform project related functions assigned.
• Work with End users to document technology needs.
• Monitor and manage the Technology lifecycle of all IT equipment based on departmental policy.
• Research, recommend, configure, deploy and support hardware platforms to meet end user computing systems.
• Respond and Resolve tickets according to SLAs.

• Research and test new hardware and software solutions.

• Install, setup, maintain, and troubleshoot communication equipment including:
  • smart phones / air cards.
  • desk / wall phone.
• Provide support for office automation equipment including:
  • copiers.
  • audio visual systems.
  • printers.
• Troubleshoot, track, setup, deploy, and resolve incidents with Microsoft-based workstations and servers, in line with established SLAs.
• Perform administrative functions for the IT department as required.
• Understanding of web-based applications, including design, development and deployment.
• Perform duties consistent with managing the organizations asset control using the service desk management application.
• Document incidents and steps taken to resolve those issues.
• Communicate with respect to others regardless of their status.
• Document concerns from the customer and discuss with manager.
• Keep the customer and the department informed during emergency outages or delays.
• Follow up all oral agreements / meetings with written summaries to the customer within 1 business day.
• Set clear and reasonable expectations with the customer. If the expectations change, inform the customer ASAP to avoid confusion and frustration.

CERTIFICATES DESIRED

• Microsoft 365 Fundamentals
• Google IT Support
• A

MINIMUM REQUIREMENTS

 One (1) to three (3) years experience with

• Effective organizational skills
• Ability to work in a fact paced, high pressure environment with changing deadlines and priorities
• Basic knowledge of computer hardware and software including desktops, laptops, Microsoft Office (Outlook, Excel, Word, etc.) Microsoft 365 tenants, etc
• Basic knowledge of computing terminology and principles (networks, databases, internet, email, applications, shared files/directories, and office automation).
• Some experience in troubleshooting Microsoft and linux operating systems.
• Knowledge of cellular phones and other similar electronic devices
• Strong problem solving, oral and written communication skills are required.
• Ability to perform all the essential functions of the job without creating a direct threat to the safety of oneself or others.
• Other specifics and duties assigned.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this position, the employee is required to walk, sit, use of hands to finger, handle, or feel objects, reach with hands and arms, balance, stop, talk or hear. The employee must occasionally lift and/or move up to 25 pounds or more. Specific vision abilities required by the position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus. Operate a motor vehicle with a valid driver’s license. Use of a computer and other personal assistance devices (tablets or mobile phone) are a must for this position.

• Work Environment: This position is performed within an office environment at least 80% of the time. The other 20% the employee will be exposed to weather conditions prevalent at the time. With multiple worksites the noise level varies from the office environment and the outside environment. The incumbent in this position is expected to work independently and as part of the team.

• Personal Attributes:  Customer service focused, driven.  Focus on continuous improvement, learning and development.  Ability to present technical ideas to business users in a simple way.  Strong communication skills (interpersonal, written, verbal).  Openness to learning and migrating to new technologies.  Attention to detail and ability to balance and prioritize multiple tasks.  Proven ability to follow priorities and timelines.  Flexible, self-motivated team player with positive attitude.  Solid written communicator.

Salary : $5,250 - $10,000