Service Desk Technician II

Company: Carlisle Interconnect Technologies
Location: Cerritos
Posted on: August 28, 2020

Job Description:

THIS IS A TEMPORARY POSITION Summary Carlisle Companies Incorporated is a global diversified company that designs, manufactures and markets a wide range of products that serve a broad range of niche markets, including: commercial roofing, energy, agriculture, mining, construction, aerospace and defense electronics, medical technology, foodservice, healthcare, sanitary maintenance, transportation, auto refinishing, general industrial, protective coating, wood and specialty. The Service Desk Technician will troubleshoot, diagnose and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Desk Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in the Service-now ticketing tool. Service desk hours are 8-5. A positive Customer Service oriented attitude is required. Essential Job Functions - Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs) - Escalate complex events to appropriate individuals, as necessary - Manage user and device event tracking through global ticketing system - Provide technical and troubleshooting assistance related to MS Windows/Office, MACs and other desktop applications - Source computer hardware, mobile devices and other technology tools and products and coordinate approval and payment - Receive, configure and deploy computer hardware, software, mobile devices and other technology tools and products - Enroll and administer mobile devices - Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers - Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions) - Provide limited technical and troubleshooting assistance related to the company's critical business systems - Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact - Assist division/corporate IT teams in becoming and remaining compliant with the company's IT security policies and minimum standards - Perform and document quarterly self-assessments and monitoring activities - Provide periodic assistance to internal and external auditors - Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines) - Ensure risks associated with changes to critical assets are considered and adequately mitigated prior to implementation (i.e., change control) - Liaise with third-parties as it relates to any of the above - Perform or assist with other activities for which an IT Support Specialist might reasonably be expected to *Other duties as required in support of the department and the company* Supervisor Responsibilities This position does not have any supervisory responsibilities. WORK ENVIRONMENT Work is performed in a normal office environment with minimal physical risks involved. The noise level in the work environment is low to moderate. Carlisle Interconnect Technologies is a clean facility, housing different machinery, equipment, processes, and chemicals which produce potential hazards in the work environment such as: ergonomic, chemical, machine point of operation, and powered industrial vehicle traffic. These hazards are controlled through means of engineering controls, such as machine guarding, and administrative controls, such as safety policies and programs. In certain areas of the facility, employees are required to wear Personal Protective equipment such as Hearing Protection, Safety Glasses, Safety Toe Shoes, and hand protection. Personal Protective Equipment Requirements Follow Carlisle Safety Procedures ENVIRONMENTAL POLICY Carlisle Interconnect Technologies is dedicated to identifying and reducing the environmental impact of its operations, activities, and products. It is our commitment to comply with all applicable laws and other regulatory requirements concerning the environment. We are committed to preventing pollution and continually improving our environmental performance in all our global operations. This will be achieved through a comprehensive Environmental Management System that provides the framework for setting and reviewing environmental objectives and targets of Carlisle Interconnect Technologies. EXPORT COMPLIANCE DISCLAIMER This position includes access or potential access to ITAR and/or EAR technical data. Therefore, candidates will need to qualify as a US Person which is defined as a US Citizen, or a Permanent Resident (Green Card Holder). TRAVEL Up to 10% Qualifications To perform this job successfully, an individual must be able to perform each essential job function 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 Appropriate education and/or experience may be substituted on equivalent basis - Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred - One to three years of relevant experience, minimum requirement - Equivalency: - Seven-ten years' experience Service Desk Technician III - Three-seven years' experience Service Desk Technician II - One-three years' experience Service Desk Technician I CERTIFICATES, LICENSES, REGISTRATIONS A+ Certification and ITIL Foundations Certification a plus Language Skills - Ability to read, write, speak, and understand English. - Proficient written and verbal communication skills. Job Skills - Self-starter who takes initiative and requires minimal supervision - Strong analytical and problem-solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment - Customer focused with the ability to communicate to, and develop relationships with, all levels of the organization - Excellent written and oral communication skills - Ability to multitask - Team mentality and the ability to work effectively with diverse stakeholders - Attention to detail - Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities - General understanding of how financial systems support business goals and objectives PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, and talk or hear. The employee frequently is required to reach with hands and arms. The employee is required to stand and walk. The employee must occasionally lift walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Carlisle Interconnect Technologies, Cerritos , Service Desk Technician II, Professions , Cerritos, California