Service Desk Technician

At Mark Anthony, we are driven by an unwavering dedication to taste and innovation. We have a history of crafting new to world brands of distinction that have disrupted traditional beverage categories and completely transformed the global beverage industry.

We’re on an outstanding adventure. We’re going where others aren’t, and we’re growing like others can’t as a result. And we want **YOU** to help write the next chapters with us.

**The role**

Reporting into the Service Desk Manager, as the **Service Desk Technician** you will provide technical assistance and support to all Mark Anthony Group employees related to computer systems, hardware, or software. You will also be responsible for providing great customer service and communication skills to employee inquiries, running diagnostic programs, isolating problems, and determining and implementing solutions with a defined scope of support.

**What you’ll do**
- Open, monitor, troubleshoot, dispatch, and resolve tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within help desk tickets and update the technical details within operational procedures as appropriate. Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved.
- Receiving and unpacking workstations, laptops, and monitors.
- Deploy, wipe, and reimage IT equipment
- Ensure all incidents and requests are entered in reporting/ticketing system, collects detailed information to fully document incidents and request.
- Collaborates and works with vendors to resolve software and hardware issues
- Engage appropriate resources in the resolution of incidents/requests.
- Provides status updates to customer and management in case needed.
- Maintain, and troubleshoot, hardware (computers, peripherals, telephones, credit/debit machines, mobile devices, etc.), software (Office 365, point of sale, telephone system, etc.) and networks (mobile device to servers).
- Suggests process improvements to manager in areas that could positively impact the business and the level of support.
- Performs all assigned tasks accurately, efficiently, and in accordance with applicable policies and procedures
- Maintains confidentiality and privacy of employee and company sensitive data.
- Set up and manage user accounts in network ensuring appropriate access and security.
- Document inquiries and requests thoroughly in the IT ticketing system.
- Write user documentation and training manuals

**What you’ll bring**
- Minimum 3 years of previous help desk or related experience
- Solid understanding and experience with Active Directory and Microsoft Exchange required
- Experience with use common ticketing systems: ServiceNow preferred
- Experience supporting Xerox and HP printers preferred
- Experience with audio/video systems preferred
- Excellent customer service skills.
- Excellent organizational skills
- Excellent verbal and written communication skills.
- Organized, able to prioritize, manage time effectively, and multitask.
- Knowledge of networking and wiring, PBX Telephone system, and MS Server end would be considered an asset
- Able to lift and carry IT hardware
- Regularly available to be on-call every 2 months
- On-Site support is required
- ITIL Foundations v4 Certified (preferred)
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At Mark Anthony, we live by our 5 Core Values every day:
**Sense of Urgency**

Our business moves fast and so do we. We understand the power of now. We have relentless drive and believe if it can be done, we’re the ones who will do it first.

**Authenticity**

We need to stay real because our brands, our stories and our culture must remain genuine to thrive. When we have the best intentions for all, we create space to be our whole selves and do great things together.

**Simplicity**

Our lives are complicated enough. So why use 50 words when you can use 5?We thrive in ambiguity and change, but we also know how to translate our goals into simple explanations and actions.

**Humility**

Egos distract us. When we’re humble, we’re open to listen, take feedback and change direction quickly. We’re here for each other, and together we do great things.

**Trust**

We respect and rely on each other. Trust is the backbone of our relationships, and we work hard not to break it. This level of trust allows us to be all-in and take comfort in the support of our teams.