IT Service Desk Technician I

Rochester Electronics is immediately hiring for an IT Service Desk Technician I!

At Rochester Electronics, we create an excellent employee experience focused on value, performance, motivation, recognition, and career growth. Many companies say their employees are their most important asset. At Rochester Electronics, we mean it!

• Outstanding low-cost medical, dental, vision, and prescription drug coverage, Rochester pays 92% of the premiums on behalf of its full-time employees
• Paid time off, including vacation, sick, and holiday
• Generous match 401K program
• Tuition reimbursement
• Flexible spending account

And so much more!

For the last 40 years, Rochester Electronics, in partnership with over 70 leading semiconductor manufacturers, has provided our valued customers with a continuous source of critical semiconductors. As an original manufacturer stocking distributor, Rochester has over 15 billion devices in stock encompassing more than 200,000-part numbers, providing the world’s most extensive range of end-of-life (EOL) and broadest range of active semiconductors. As a licensed semiconductor manufacturer, Rochester has manufactured over 20,000 device types. With over 12 billion die in stock, Rochester can manufacture over 70,000 device types.

General Summary

Deliver timely and accurate first-level technical support to onsite and remote employees, with a strong focus on customer satisfaction. Responsibilities include but are not limited to researching, resolving, and documenting a variety of technical questions and issues using a formal ticketing system. If the resolution is not reached, all prior steps taken are clearly recorded to ensure a smooth handoff to the appropriate Level 2 resource or IT Team. The Service Desk technician is also responsible for configuring new hire access, cubicle/desk setups, amending existing accounts, installing approved software, repairing equipment, building new PCs and helping to administer New Hire IT Orientation. The technician must be amenable to receiving feedback on how to improve performance based on defined service level objectives, then work to implement those suggestions into workflow. It is also expected the Service Desk Technician consistently represent the IT organization in a friendly, responsive manner, providing proactive communications and meticulous follow-through at every opportunity.

Responsibilities

• First-level point of contact for technical issues related to PCs, Windows, Microsoft Office, networks, printers, and basic applications.
• If unable to complete a ticket, engage and assign issue to next level support, clearly communicating and documenting any prior steps taken to try to resolve.
• Experience creating Active Directory and Office 365 accounts, as well as PC builds for new users.
• Ability to amend user access, with proper approval.
• Working knowledge of Service Desk ticketing system(s) and remote access assistance tools.
• Effective, patient communicator who provides consistent updates on pending issues and sees tickets through to completion.
• Effective writing skills, with the ability to clearly notate steps taken to resolve an issue.
• Understanding of Service-Level Agreement (SLA) statistics, with the willingness to amend behavior to optimize work performance.
• Recommend process improvement opportunities.
• Actively preserve and increase IT-related technical knowledge.
• When new information, processes, or knowledge is gained, document that information in the Team’s Knowledgebase for future reference.
• Ensure a positive user experience by being approachable, friendly and knowledgeable which conveys confidence that the IT organization cares and is results driven.
• Assist with IT projects, as needed, particularly in the areas of desktop and applications support.
• Attend meetings, as requested.
• If urgent issues occur outside of business hours, be available to assist.

Qualifications

• Strongly prefer Associate degree in computer science or business equivalent, including technical certification/ training.
• Minimum of 1 year experience in IT Service Desk support.
• Understanding of IT environment and architecture.
• Working knowledge of Windows, Microsoft Office suite, Teams, Outlook, PC and LAN network fundamentals.
• Experience with one or more Service Desk ticketing systems and remote connection assistance tools.
• Knowledge of Service Desk metrics.
• Experience with PC setup; working knowledge of PC imaging tools and methods.
• General understanding of PC anti-virus security tools and firewalls.
• General knowledge of iPhones and Android phones; Able to support Outlook and MAPI interfaces for email and calendar synchronization.
• Effective troubleshooting skills, efficiently solving PC and Windows issues for both onsite employees, as well as remote users.
• Ability to multi-task, manage time and respond quickly with urgent issues surface.
• Ability to work in fast paced, sometimes stressful environment.
• Excellent interpersonal, listening, verbal and written skills.
• Effective analytical skills, with strong to detail.
• Self-Starter who works well in a team environment.
• Must be able to sit at a desk for extended periods of time.
• Includes walking, climbing stairs, and going to other Newburyport campus locations (5 buildings).
• Must effectively type, including the use of computer peripherals, such as a mouse, keyboard and monitor.
• Must be able to lift and transport PCs and printers, up to 25 pounds, as well as push delivery carts loaded with miscellaneous equipment.

Rochester Electronics is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, veteran status, or other characteristics protected by applicable law. Rochester Electronics is committed to a culturally diverse workforce.