Service Desk Technician

Job Description Position Overview: The Service Desk Technician is responsible for resolving IT tickets that have been submitted by users across the global organization. Additionally, they take phone calls from users across all shifts from all sites globally as well as from users who may be outside of the sites. The Service Desk Technician is responsible for providing all Tier 1 support to users and escalating as appropriate, any tickets that require Tier 3 level support. This support includes systems, networks and various IT processes. Primary Responsibilities: Monitors and processes user requests submitted to the IT ticketing system by following the IT Procedure Manual. Completion and closure of all tickets processed and full documentation of the change in the IT ticketing system.…