IT Service Desk Technician

**Company Overview**:

- 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.-
**Position Summary and Responsibilities**:
**Essential Duties and Responsibilities**
- 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 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
- Fluent in both French and English
- Shift: 7 am to 4 pm Central, Monday - Friday

**Qualifications**:

- 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
- Ability to read and interpret documents such as policies and procedures, reports, operating instructions and manuals
- 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