What You Will Do: 

Korry Electronics is seeking a motivated and customer-focused Service Desk Technician to join our IT team. This role is the first point of contact for all IT-related issues, providing essential technical support to our employees. The ideal candidate will have a strong desire to help others, excellent problem-solving skills, and a deep understanding of IT systems and hardware. They will focus on usability, stability, and increasing efficiency throughout the company, and will ensure end users can use their technology easily and proficiently. Troubleshooting and information delivery are a significant part of this position 

Primary Responsibilities: 

• Provide timely and professional technical support to end-users via Teams, email, and in-person for hardware, software, and network issues. 
• Log, track, and manage all support requests using our IT service management (ITSM) system. 
• Diagnose and resolve common IT issues, including password resets, account lockouts, software installations, and printer troubleshooting. 
• Escalate complex or unresolved issues to the appropriate IT teams (e.g., Network, Systems Administration) while ensuring a smooth handoff and follow-up. 
• Streamline enterprise provisioning. 
• Build, stage, and deploy new and upgraded technology including complex windows-based desktops and laptops. 
• Maintain a clear and concise record of all support activities and resolutions in the ticketing system. 
• Contribute to the IT knowledge base by documenting resolutions to common problems. 
• Provide support for collaboration tools, including Microsoft 365 applications like Outlook, Teams, and SharePoint. 
• Assist with inventory management of IT equipment. 
• Provide updated, changed, or new management and end user reports or metrics and information extracts as requested. Actively support robust security requirements and initiatives, recommending and implementing additional measures as appropriate. 
• Perform new user onboarding process, as well as move, add, and change support for employees.   
• Escalate and collaborate on problems with teammates when appropriate. 
• Partner with your team to make sure that our employees receive timely, top-quality support.   
• Other duties may be assigned by management.   
• Must be willing to be scheduled at times on-call, after core business hours, or on a weekend periodically to provide support for projects or issues.  

Education

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field or comparable experience  

Experience 

• Minimum of 3 years of experience in Help Desk, Service Desk, or Deskside Services role(s) 

Specialized Skills and Abilities:

• Technology related certifications a plus 
• Knowledge of Active Directory 
• Familiarity with ticketing systems (e.g. ZenDesk, Jira, ServiceNow) 
• Ability to work independently and collaboratively in a team environment 
• Strong customer service orientation with a patient and positive attitude 

Physical Requirements: 

• The employee must occasionally lift and/or move up to 50 pounds. 
• Seldom to occasionally position self to stoop, kneel, crouch, or crawl. 

Salary Range:   

Please note the typical hiring range is $85,000 to $120,000 annually. Job offers within the range are based on significant job qualifications and pay equity.