Sr. IT Service Desk Technician

The Sr. IT Service Desk Technician role works to provide software, hardware and related computer component support and maintenance with the goal of optimal computer systems operation, including end-user support and education. This position provides support and assistance with day-to-day issues along with working with our technology vendors to accomplish various tasks. This role will work both in a tier 1 and 2 helpdesk capacity. The position requires strong communication, patience, empathy, and the ability to multitask in high-pressure, fast-paced environments. ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Provide 1st and 2nd level support to staff for general technology, software, and hardware needs
• Take on tier 2 ticket escalations from the IT Service desk technician(s)
• Improve reference/knowledgebase documents by writing and maintaining documentation
• Follow-up with staff, provide feedback, and see problems through to resolution while escalating issues as needed
• Assist in the set-up of employee workstations (on-boarding, off-boarding), as necessary, and within Easy Ice protocol, software and settings
• Become familiar with various company platforms and assist with end user training
• Update computer workstation software as necessary
• Ensure proper recording, documentation, and closure of tickets
• Repair and troubleshoot hardware such as workstations and printers
• Maintain inventory levels and tracking inventory
• Assist with various general IT tasks such as data entry, data analytics, and shipments (inbound/outbound)
• Show leadership capabilities by mentoring junior staff members.

• Must have a Strong understanding of Active Directory or Azure Entra
• Must have a Strong knowledge of MS Office programs and Office 365
• Must have a Strong knowledge of Windows 10/11 and MacOS operating systems
• Must have a Strong knowledge of Android and iOS mobile operating systems
• Must be knowledgeable in networking
• Must be able to troubleshoot software and hardware
• Must possess Strong communication skills, * Perform well under pressure and be resourceful in obtaining information/skills that support a fast-paced, often crucial IT environment
• Exhibit good decision making, analytical problem solving and excellent organizational abilities
• Ability to carry out oral and written directions and work with minimal supervision
• Communicate clearly and professionally, both verbally and in writing
• Must have good people skills as a team player, willing to establish and maintain a good working relationship with other departments, co-workers and vendors
• Must be trustworthy and dependable when working with sensitive documentation and access
• Strong command of company's policies and procedures
• Comfortably lift 50lb objects

WORK ENVIRONMENT:

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential

• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use

• Sits for extended periods of time

• Must have sufficient visual acuity to be able to work, for prolonged periods of time, on a computer monitor

• May occasionally be required to spend extended period underneath a desk to complete work.

We're a growing company that provides an all-inclusive commercial ice machine subscription to business owners nationwide. We've been changing our industry for the better since we started in 2009, and we're not slowing down anytime soon. As a member of our team, you'll be helping restaurants, bars, hospitals, hotels, and other businesses get the ice they need without spending a fortune or stressing out. We'll invest in your professional development and overall quality of life because we know employee satisfaction is key to our success. Easy Ice doesn't just want to be the #1 commercial ice machine solution in America-we also want to be one of the best places to work. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Easy Ice team and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!