IT Service Desk Junior Technician

Glanbia Business Services - Vacancy

IT Service Desk Junior Technician
 
A vacancy has arisen for a IT Service Desk Junior Technician at Glanbia Business Services Inc. The base location of the role will be onsite in the Glanbia office in Twin Falls, Idaho.  This is a full-time permanent position, providing technical support to users based at this location and across the globe. The Junior Technician will work closely with the onsite Senior Tech to provide support over the phone, via Microsoft Teams remotely or in person. The technician will report to the US Service Desk Team Lead.
 
Key elements of the role
•    Accurately process ticket requests from the Ivanti identity management system; process and record call transactions onto the dedicated Glanbia Service Desk database
•    Manage tasks ensuring that service level agreement and key performance indicators are met, redirecting if/when needed to the appropriate team. 
•    Work closely with service desk managers and supervisors to ensure they are kept updated with key information
•    Create clear and concise technical documentation
•    Provide client support and technical issue resolution to all end users. Support includes desktop applications, mobile devices, collaboration and productivity infrastructure.  Support will be handled via face to face, eMail, phone and other electronic medium.
•    Coordinate with end-users, and conduct computer diagnostics to investigate and resolve incidents and problems using all available resources. 
•    Work closely with other IT teams and be available for “Hands On” assistance learning site technology.
•    General network support of LAN/WAN/Wifi 
•    PC hardware build activities
•    Software deployment of Glanbia standard builds to clients
•    Full Disk Encryption and Anti-Virus compliancy
•    File & Print management
•    Site access control
•    Participate with the rollout of new onsite technologies, pilot testing and liaise with other IT and Non-IT teams Telephony support
•    Adhere to company policies and procedures
 
Qualifications
•    Bachelor’s Degree in IT or relevant work experience
•    MTA, MCSA, CCNA, ITIL Foundations, and/or ITIL Practitioner certifications preferred
 
Skills & Experience
•    Previous face to face or IT customer service role
•    Focused on and driven to provide the highest quality of customer service
•    Strong oral and written communication skills
•    Ability to work unsupervised and also work as part of a global team to take responsibility for the prioritization and completion of tasks
•    Creative and effective problem solving skills
•    Ability to remain calm under pressure and instill confidence in end users
•    Eager to self-learn and take ownership of your career
•    Follow directions and work with a senior level technologist                 
 
Competencies
•    Energy, enthusiasm and drive
•    A team player who has the ability to motivate others, making it fun while getting the job done.
•    Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better
•    Adaptable and flexible in approach to work

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. 

At Glanbia our culture will celebrate individuality, knowing that together we are more.