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IT Support Technician
Ref No.: 18-00351
Location: Blair, Nebraska
Start Date: 02/26/2018
Title IT Support Technician – location Bliar, NE – 20 hours part time support onsite lead
Job Description The IT Support Technician will be involved in the daily delivery of ServiceDesk Services to Novozymes users and play a key role in securing high-satisfaction of local / regional users.
The agent will be part of a global ServiceDesk team based in Bangalore, India which delivers technical IT support services and guidance 24/7.
The work will be split between day-to-day ticket handling and more in-depth activities such as supporting local users, major incident management, problem management and knowledge management.
Work statement
  1. Provide dedicated on-site drop in support, and service desk duties 3 hours per week on planned timeslots
  2. Emergency on-call availability with an agreed reaction time within normal business hours, expected average 1 hours per week
Tasks and responsibilities Common ServiceDesk duties include answering telephones, processing tickets and engaging with users. Further duties include: diagnosing and troubleshooting HW and SW problems; dispatching tickets to 2nd and 3rd level; organizing hardware replacement and installing new software on clients' machines.

The key responsibilities for the IT Support Technician include:
  • Incident Management and Service Request fulfillment, per SLA.
  • Adhoc support on local IT infrastructure services, to include physical infrastructure, telephony services and conference rooms
  • Ensuring strong asset management for in-scope hardware and software
  • Ensuring high end-user satisfaction for local / regional users supported
  • Driving improvement activities
Technical Knowledge Knowledge and prior experience in the following areas is pivotal to this role
  • Windows 7 & 10: In depth understanding of the OS and its functionalities to troubleshoot OS level issues.
  • Basic knowledge of Network components like IP addressing, DHCP, DNS, LAN/WIFI, WAN, standard CLI commands etc.
  • Good understanding of O365 architecture and applications within the O365 suite. Knowledge and ability to resolve O365 related issues.
  • Active Directory: Basic understanding of Active Directory and its components, like objects, OUs
  • Windows Server: Overall understanding of Windows servers OS and ability to do assisted troubleshooting.
  • PC Build: Strong understanding of hardware and software components of a PC and their functionalities. Software installation/ deployment on user PCs.
  • Mobile Devices (iOS): Hands on experience in supporting iOS phones / tablets.
  • General troubleshooting, Capable to find IT solutions on own hand, eg. Google and Knowledge base searches
  • General understanding of security components such as encrypting, antivirus etc.
Basic Qualifications
  • Bachelor or Associates degree in IT, Engineering or related field
  • 2+ years of experience with ServiceDesk/Service operations experience
  • Sold experience in IT operations and Service Delivery incl. ServiceDesk operations
  • Strong inter-personal communication skills with ability to communicate with users on different levels in the organization and tech personnel on resolutions
  • Basic understanding of ITSM tools for ticket handling and reporting.
  • Strong process understanding around ITIL and can establish and improve around best practices
  • Experience with and understanding of working in a multi-cultural environment and fluent in English
  • ITIL V3 Foundation (required)
  • MCSA: Windows 10 (preferred)