Apply on Employer Site

MEC (Mayville Engineering Company, Inc.) · 2 months ago

Part Time Help Desk Technician

132 Trowbridge Dr.

Full-time, Part-time

Onsite

Entry Level

2+ years exp

MEC (Mayville Engineering Company, Inc.) is seeking a Level I Service Desk Technician to ensure proper computer operation for end users. The role involves receiving, documenting, and resolving help requests while providing first contact support through various communication channels.

IndustrialIndustrial ManufacturingManufacturingMechanical EngineeringProduct Design

Responsibilities

Alert management to emerging trends in incidents

Deploy pre-packaged software using distribution tools and processes as requested by end users

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues

Build rapport and elicit problem details from service desk customers

Prioritize incidents and service requests according to defined processes to meet defined SLAs

Escalate incidents with accurate documentation to suitable technician, when required

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution

Use remote tools and diagnostic utilities to aid in troubleshooting

Research solutions through internal and external knowledgebase as needed

Identify and learn appropriate software and hardware used and supported by the organization

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined

Install antivirus software and ensure virus definitions are up to date

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

Test fixes to ensure an incident has been adequately resolved

Develop help sheets and FAQ lists for end users

Contribute to technician knowledgebase as needed

Reinforce SLAs to manage end-user expectations

Provide suggestions for continual improvement

Qualification

Desktop operating systemsMicrosoft Office supportDiagnostic utilitiesBasic computer hardwareCustomer service orientationAnalytical skillsWritten communicationInterpersonal skillsDocumentation skillsProblem-solving abilities

Required

Associates Degree or near completion of degree and/or 2 years equivalent work experience

Knowledge of basic computer hardware, including desktop or laptop workstation setups, component replacement such as hard drives, video cards, power supplies or memory

Experience with desktop operating systems, including Windows 7 and Windows 10

Extensive application support experience with Microsoft Office

Working knowledge of a range of diagnostic utilities, including Process Explorer and Microsoft Sysinternals

Exceptional written and oral communication skills

Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills

Strong documentation skills

Fluent English language

Ability to conduct research into a wide range of computing issues as required

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly language

Highly self-motivated and directed

Keen attention to detail