Specialist IT Service Desk

JOB DESCRIPTION 

Summary/Objective  

The IT Service Employee is responsible for helping with the continuity of computer system services for computer users by providing the technical expertise, assistance and project coordination necessary to install computer software products, modify/repair hardware and help resolve technical problems.  

Essential Functions  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

1. OTRS ticketing system monitoring/resolution including ticket creation for user via phone calls, text messages, emails, or walk-ins 

2. Ticket resolution Tier 1 

3. Imaging and asset management for IT equipment 

4. Workstation setup including docking stations, thin clients, PCs, dual monitors, and Alcatel phone systems 

5. Provides technical assistance and advice to users as needed including providing user with documentation 

6. Work station cable management and setup 

Supervisory Responsibility  

None 

Work Environment 
This job operates in a professional office environment and manufacturing warehouse. This role routinely uses standard office/warehouse equipment such as computers, phones, MFPs, scan guns, thermal printers and other technical interfaces. 

Physical Demands 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; stand; walk; connect cables below work stations; use hands to finger, handle or feel; and reach with hands and arms. Employee must be able to lift 30-50 lbs. and be comfortable being on a scissor lift or ladder. 

Position Type/Expected Hours of Work 
This is a full-time position, and hours of work and days can vary from 40+ hours depending on user’s needs.  

Travel 
None 

Required Qualifications  

1. A.A.S or B.A. in Computer Technology Field 

2. 1-2 year experience in Help Desk role 

Preferred Qualifications  

1. A+ certification or Windows operating system certification 

2. SAP experience, basics 

Safety/ Food Safety: 

Döhler USA, Inc. is committed to providing a safe and secure work environment for all employees.  It is the duty of all employees to ensure that a safe working environment and safe working practices are maintained at all times.  It is also the responsibility of management to do so. 

Employee should comply with all policies and procedures, including safety, food safety/security and GMPs.   

Employee should report any unsafe conditions immediately to supervisor or designated party  

AAP/EEO Statement  
Döhler USA, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Döhler USA, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  

Döhler USA, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Döhler USA, Inc.’s employees to perform their job duties may result in discipline up to and including discharge.  

Other Duties 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.