IT Service Desk Technician

Westinghouse Electric Company - Canton, MA

Full-time - Entry Level

Canton, MA

Computer and Electronic Product Manufacturing

About the position

The IT Service Desk Technician II position at Westinghouse Electric Company is a critical role within the IT team, focusing on providing second-level technical support to end-users. This position is designed for individuals who are skilled and customer-focused, with a strong technical background and a passion for delivering high-quality IT support. The technician will be responsible for troubleshooting complex technical issues related to software, hardware, and network systems, ensuring that all IT-related incidents and requests are resolved efficiently. The ideal candidate will possess exceptional problem-solving abilities and will be adept at communicating technical information clearly to users with varying levels of technical expertise. In this role, the technician will log, track, and document all service desk interactions in the IT service management system, following up with end-users to ensure timely resolution of issues. They will serve as a point of contact for end-users, providing excellent customer service and ensuring a positive user experience. Additionally, the technician will assist in training and mentoring junior Service Desk Technicians, contributing to the overall development of the IT support team. The position also involves performing routine system maintenance tasks, managing user accounts, permissions, and access controls, and supporting the deployment and maintenance of IT infrastructure, including servers, workstations, and mobile devices. The technician will identify recurring issues and work with the IT team to implement solutions that reduce future incidents, as well as participate in IT projects as needed, providing technical expertise and support.

Responsibilities

• Provide advanced technical support for software, hardware, and network-related issues.
• Diagnose and troubleshoot complex technical problems, escalating issues to higher-level support when necessary.
• Log, track, and document all service desk interactions in the IT service management system.
• Follow up with end-users to ensure timely resolution of issues and confirm that problems have been satisfactorily resolved.
• Serve as a point of contact for end-users, providing excellent customer service and ensuring a positive user experience.
• Communicate technical information clearly and effectively to users with varying levels of technical expertise.
• Assist in training and mentoring junior Service Desk Technicians.
• Perform routine system maintenance tasks, including software installations, updates, and configurations.
• Manage user accounts, permissions, and access controls in accordance with company policies.
• Support the deployment and maintenance of IT infrastructure, including servers, workstations, and mobile devices.
• Identify recurring issues and work with the IT team to implement solutions that reduce future incidents.
• Contribute to the development and documentation of IT support processes and procedures.
• Participate in IT projects as needed, providing technical expertise and support.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 2-3 years of experience in an IT support or service desk role, with a focus on troubleshooting and resolving complex technical issues.
• Experience with IT service management (ITSM) tools and ticketing systems.
• Familiarity with network protocols, Windows operating systems, and common business applications.
• Strong problem-solving and analytical skills, with the ability to think critically and resolve technical issues efficiently.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills with attention to detail and the ability to prioritize tasks effectively.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Nice-to-haves

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Benefits

• Competitive Pay
• Comprehensive Health and Income Protection Benefits
• 401(k) Savings Plan
• Paid Vacations for Qualifying Positions