Service Desk Technician Tier I

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.
Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies.
Join us as we help people all over the world thrive at work. Here is where we need you most:
We are currently seeking a full-time Service Desk Technician to join our SLC team.
What you'll do:
Receive calls, e-mails, walk-ins, and self-service requests for employees and other O.C. Tanner Staff / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent information Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests, and provides initial support, targeting a higher level of first contact resolution Ensures Incidents and Service Requests are properly escalated and assigned to appropriate IT support groups Perform hierarchical escalation to Help Desk Management and the IT Leadership Group Maintains ownership of Incidents, ensuring timely entry, updating, and closure of all tickets and issues Support for remote and local staff On-call duties as assigned.

Desired Skills and Experience:

• Excellent customer service and strong analytical skills balanced with exceptional verbal and written communication
• Windows and Macintosh platform support knowledge and experience
• Experience installing, configuring, troubleshooting, and providing end user support for all Microsoft Office products with an emphasis on Outlook, Excel, Word, and PowerPoint
• Troubleshooting of iPad, iPhone, Windows Mobile, Android, Blackberry, and other mobile hot spot devices
• Multiple Internet Browsers
• Experience with network-based file and print configuration, troubleshooting, and installation
• Ability to work independently, analyze problems, and make decisions with minimal management intervention
• Experience supporting virtual desktop technologies is preferred
• Some technical background across infrastructure technologies, e.g. network, voice
• Proactively involve key technology infrastructure teams when necessary
• Ability to anticipate potential obstacles and develop contingency plans to overcome them
• Awareness of new and existing technologies, architectures, and ability to diligently follow standards and best practices for many different technology areas
• Ability to manage multiple issues, interruptions, and effectively multi-task in a high-pressure environment where change is commonplace
• Proven ability to perform advanced Microsoft Windows triage and remediation using remote desktop tools
• Advanced ability to provision user and group security in Microsoft Active Directory
• Performs Tier I troubleshooting of computer issues, and escalations to Tier II
• Learn and stay current on O.C. Tanner applications, systems and processes
• Shift work flexibility
• Other duties as needed and defined by team management.

Education:

• High School Diploma
• CompTIA A+ Certification
• ITIL Foundations desired, but not essential
• The individual must have 2+ years of Industry experience

Job Type: Full-time