IT Service Desk Technician I - 32312

Company Overview:

The Harvard Companies include entities working to serve the business community in the janitorial and protection services areas. Harvard Maintenance and Harvard Protection are two of the largest and fastest growing, privately owned providers of high quality janitorial and security services in the United States. We are an industry leader and are well known for our innovative thinking and entrepreneurial spirit. Our success over the last fifty years stems from Harvard's Inverted Pyramid, which recognizes that our front-line employees are the most important people in our organization. The Inverted Pyramid ensures that our employees feel valued, are given the tools to be successful, and are empowered to execute in their roles. People are also at the center of our Core Values. Our People First core value clearly states that "we are a family organization that promotes respect and embraces diversity".

Job Summary:

The (IT Service Desk Technician I) position will provide IT support for all Harvard locations, as well as remote users. This position is responsible for the overall service support function of local and field technology users.

Provide best-in-class technical support.
• Present oneself in a professional, courteous, and respectful way.
• Provide remote help desk support via phone and/or in-person.
• Update the internal ticketing system with details related to resolution of issues.
• First point of contact for user issue resolution, triage user technical issues to resolution.
• Escalate and work with Engineering team for solutions to sometimes complex problems.
• Maintain close contact and open communication with clients until an issue has been resolved.
• Update company Knowledge base (Confluence) with technical documentation and solutions
• Communication and collaboration on issues found in the Harvard user environment.
• Utilize Microsoft Autopilot to load new computer images on end user laptops and desktops.
• Help maintain and administer Microsoft Intune environment and devices in endpoint manager.
• Work within our RMM software (n-Central) to monitor and resolve alerts found on user workstations.
• Deploy laptops, docking stations, desktops, monitors, printers, servers and more.
• Provide support and deployment services for mobile devices and tablets.
• Follow all pre-established procedures and workflows documented in Confluence to complete work as expected.
• Provide manager with regular updates on recuring issues encountered in the user environment and help identify possible long-term solutions or improvements to reduce future problems.
• Respond to Urgent requests received through IT Escalation Phone line
• Other duties as assigned.

• AA in IT related field or IT certification or 1 year of experience working in a technical environment.
• Experience installing, upgrading, and repairing desktops or laptops running MS operating systems.
• Experience with smart phones, tablets, and other technical equipment.
• Familiarity with data backup and system imaging.
• Knowledge of IT systems including servers, desktops, routers, switches, and firewalls.
• Working technical knowledge of current network protocols, operating systems, and standards
• Knowledge of and basic troubleshooting method for LAN communication over TCP/IP networks
• Ability to learn new or unfamiliar systems, software and hardware and a passion for solving problems.
• Ability to deliver outstanding customer service and demonstrate professionalism while maintaining composure in stressful situations.
• Ability to conduct research into a wide range of computing issues as required.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Understanding of the organization's goals and objectives.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to work independently and request support when appropriate and necessary.
• Excellent written and verbal communication skills

Work Conditions

• On call rotation.
• Travel less than 10%
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand, and power tools, and to handle other computer components.
• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.

Harvard is offering a competitive salary structure including benefit package with medical, dental, life, and long-term disability (LTD) insurance along with 401K Savings Plan.

An Equal Opportunity Employer --- M/F/D/V

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