Factory Support Technician (Onsite)

• Answer incoming calls to the Factory Service Desk
• Make a first diagnosis and prioritization of incidents for resolution
• Provide investigation, diagnosis, resolution, and recovery for hardware/software problems
• Escalate complex incidents to the second or third level in accordance with escalation processes
• Create, coordinate, and resolve incidents together with incident managers and resolver teams
• Own lifecycle of IT incidents within the ServiceNow platform
• Record incident resolutions in ServiceNow
• Maintain overall ownership of user issues and requests, ensuring that they receive resolution within a reasonable timeframe
• Work with application teams to gather knowledge and create KB articles about tasks that can be performed by the Factory Service Desk role to expedite resolution
• Support the following technologies: Windows 10 desktops and laptops, printers, scanners, basic LAN/WAN connectivity, and others as assigned
• Monitor IT services and systems using monitoring tools
• Prepare, implement, and verify software and hardware lifecycle projects through the change management process
• Maintain a secure IT environment by keeping devices up to date

• Must be US citizen
• Experience with ServiceNow or similar ITSM platforms
• Strong Windows OS knowledge required
• Basic understanding of LAN and wireless network technologies
• Basic IT security knowledge
• Knowledge of ITIL processes
• Ability to prioritize efforts based upon business impact
• Ability to perform in stressful situations
• Strong troubleshooting and analytical skills
• Strong verbal and written communication skills

We offer a generous array of benefits, depending on the length of assignment. We also offer a referral bonus of up to $1,000. Ask us for more details!