Service Desk Technician

Be visionary

Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research.​

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description

Detailed Description:

• General Help Desk function  
  • Answer all phone calls and respond to and resolve within the required service levels
  • All calls/activities must be recorded in the service desk tool
  • Resolve as many calls as possible on first contact with the client
  • Monitor all tickets dispatched to T2 Desk Side and T3 Support to ensure timely resolution that meets service levels
  • Create Knowledge Base articles as repetitive issues arise to assist in increasing First Call Resolution rate
• Technical Help Desk function
  • Provide IT support encompassing PCs, networking, printers, client applications and phones, and be first point of contact for all other issues
  • Provide high quality customer advice and assistance to end users
  • Establish and maintain system user accounts and security authorizations in accordance with company policy and procedures
• Perform other operational duties as directed
• Shift: 10 am to 7 pm Central, Monday - Friday

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Associates degree (A.S.) in Computer Science or a related field and 2-4 years of Information Technology experience and/or training; or equivalent combination of education and experience.  Bachelor's degree (B.S.) preferred.   
• 2 years of experience in an Information Technology service role supporting Windows-based environments in a Help Desk/Call Center environment
• Must have experience troubleshooting computer and printer problems as well as basic network and access issues

Knowledge, Skills, and Abilities

• Must have efficient time management and multitasking capability; ability to identify the criticality and/or urgency of IT issues using business knowledge; ability to work in a fast-paced environment
• Pays attention to detail
• Works well in a team environment
• Self-motivated and directed with a strong work ethic
• Exceptional customer service orientation
• Must be able to communicate clearly both verbally (in person and over the phone) and written (emails and ticket documentation)
• Ability to read and interpret documents such as policies and procedures, reports, operating instructions and manuals
• Ability to troubleshoot and support unfamiliar systems and applications using existing knowledge or the ability to seek out necessary resources
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Computer Skills:
  • Technical skills in Windows 7, Windows 10
  • Active Directory
  • Office 2010, 2016 (including Outlook and O365)
  • Virtualization tools such as VMWare
  • Good knowledge of current hardware technologies
  • Ability to learn and adapt to new technologies
  • Ability to support iPhones and Samsung mobile devices

Other Qualifications

• Ability to provide after-hours support as requested

Working Environment/Conditions

• No hazardous or significantly unpleasant conditions
• Work is normally performed in a typical interior/office work environment

Physical and Mental Activities and Requirements

• Requires the ability to operate and interact with any computer for extended periods of time
• Requires the ability to communicate with users over the telephone to determine IT issues, analyze complex problems, and troubleshoot solutions

Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

Teledyne is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other characteristic or non-merit based factor made unlawful by federal, state, or local laws. ​