Help Desk Technician

PAY RATE RANGE 20-24.50/hr.
JOB DESCRIPTION:
A Service Desk Technician is a highly visible position within Greif IT Services as this position is a primary conduit for our colleagues with the rest of the department. A successful candidate will have good interpersonal, customer service and communication skills. They will also possess the ability to follow procedures, identify trends, prioritize work, and follow job tickets through to completion or escalation. A successful candidate will be agile enough to make the best decision based on available facts, even when uncertainties exist.

RESPONSIBILITIES:
o Prompt answering of phone calls or walk-up requests in clear and consistent manner.
o Ability to quickly take control of situations and to assess impact and urgency.
o Ability to convey a sense of empathy to the end user, and to ensure they have called the right place and their issue will be fully and properly addressed.
o Ability to document clearly and concisely, yet quickly all calls within the IT Services Management System.
o Ability to follow on-call rotation list to contact the correct resolver group or on-call regional technician when necessary.
o The ability to follow written instructions and procedures for password reset of various systems.
o The ability to follow written instructions on quick-resolution procedures for common issues for various system.
o The wisdom to know when to discontinue troubleshooting before it becomes prolonged and engage higher levels of technical or hierarchical support.
o Monitoring of ticket queues to process incidents and service requests in a timely matter with regard to priority.
o Completion of Standard Service Requests including software installations, and other administrative tasks.
o Management of IT asset inventory
o Ability to interface and build relationships with outside vendors (phone company, printer repair, etc.)

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

MUST HAVES:
o Excellent customer service and teamwork ethics
o Ability to multitask and manage high-stress situations or agitated colleagues
o 1-2 years of experience in call-center, telephone-based troubleshooting with end users.
o Good general computer and network hardware skills
o Troubleshooting general hardware failures
o Ability to lift 35 pounds without assistance

PLUSSES:
o Enterprise IT support
o Experience with Lenovo equipment
o Experience troubleshooting WAN outages
o Experience in a corporate environment
o Good skills with Microsoft Windows 10 or Windows 11
o Troubleshooting general Windows errors
o Troubleshooting general network connectivity issues
o Microsoft Office 365 (2019 or 2016)
o Troubleshooting general Office issues
o Knowledge of basic office functions and settings
o Outlook 365 (2019 or 2026)
o Troubleshooting general Outlook errors
o Knowledge of basic Outlook functions and settings
o iPhone troubleshooting
o MDM experience (MobileIron)
o Typing skills
o Familiarity with remote control tools (TeamViewer, Dameware, VNC)
o ITIL v3/v4
o Ability to occasionally travel to Greif plants throughout the US

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.