IS Help Desk Technician

Trimble Inc • Dayton, OH • 9h ago

Your Title: IS Help Desk Technician
Job Location: Dayton, Ohio-Onsite
Our Department: Corporate Information Systems
About the Role
Are you interested in technology and enjoy solving problems so that customers can get back to work quickly and efficiently?
The IS Help Desk Technician is a key player on the front lines of Trimble Corporate IS. This position is perfect for someone looking to leverage their expertise in being the face of the IS department.
Not only do you provide help desk support services, you are also at the front line of our department and maintain the image and credibility of the department as a whole. Critical core competencies for this position are customer service, professionalism, communication, and strong technical skills.
The focus for this position is on service desk support, ticket queue coordination, process ownership, inventory control and project participation.
What You Will Do
You will work with a variety of end-users including non-technical warehouse and manufacturing workers, senior management, shipping and receiving staff, and other IT professionals to support our Americas regional fulfillment center. This position is 100% in office to support business operations that are revenue impacting. You will interface and collaborate with other IS departments to ensure that the site and users are working efficiently and that their technical needs are met. You'll provide world-class customer service and work with a cohesive global IS team.
Support a warehouse fulfillment center with varying systems including laptops, desktops, general computer accessories, printers, barcode scanners, etc
Support and maintenance of virtual bulletin boards
Familiarity with various shipping logistics, such as UPS, Fedex, DHL and BNA Online forms
Desktop Support: Support the warehouse fulfillment teams with desktop support including configuration of new systems, troubleshooting issues, and user training. The fulfillment center consists of approximately 270 employees.
Interface with the Network and Server teams to troubleshoot network and server connectivity issues, and with other Help Desk staff to ensure business continuity.
Training: Provide in person training and onboarding for users who are not computer savvy to help them with basic computer operations such as gmail and Okta.
Documentation: Create user guides, videos and FAQ documents to assist customers with common support issues
On call support during quarter end and year end operations at fulfillment center is required
Participate in projects as required by the business or IS team
Display a high-level of customer service and professionalism
Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner
Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure
Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble's computer user community, with a specific focus on Dell and various mobile phones and tablets
Who You Are
Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.
Customer-centric: You have a commitment to delivering genuine customer service.
Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities
Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.
Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support
Sense of urgency: This is a fast

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