Service Desk Technician

OVERVIEW

DMI Companies is seeking a Service Desk Technician. This role is to ensure proper computer operation so that end users can accomplish business tasks as well as developing solutions to end user issues. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and Service Desk request tracking tools, as well as require the individual provide in-person, hands- on help at the desktop level.

ESSENTIAL FUNCTIONS

- Evaluate documented resolutions and analyze trends for ways to prevent future problems.

- Perform hands-on and in-person fixes and installations for issues that cannot be handled remotely.

- Deployment of various types of hardware, including, but not limited to desktops, laptops, and printers.

- Assist in software releases and communication to the end users.

- Field incoming requests to the Service Desk system to ensure courteous, timely and effective resolution of end user issues.

- Build rapport and elicit problem details from service desk customers.

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

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

- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

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

- Test fixes to ensure problem has been adequately resolved.

- Develop Knowledgebase articles and information to assist end users.

- Reinforce SLAs to manage end-user expectations.

- Make changes in Active Directory as required.

- Act as the initial point of contact for security incidents and escalate incidents to the appropriate security team for further investigation and resolution.

- Ensure users only have access to the resources they need to perform their job functions

- Assist in identifying and assessing vulnerabilities in systems and applications.

- Work with users to implement security patches and updates.

- Document all security incidents, including actions taken and outcomes

- Other duties as assigned.

EXPERIENCE & COMPETENCIES

- Knowledge of basic computer hardware, including but not limited to desktops, laptops, and tablets.

- Experience with desktop operating systems, including Windows 11, 10 and Windows 7.

- Experience maintaining Active Directory and Microsoft Entra ID.

- Experience supporting Microsoft 365 applications.

- Exceptional written and oral communication skills.

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

Strong documentation skills.

POSITION REQUIREMENTS

- Minimum of 2 years of Service Desk experience and/or a combination of college and/or work experience in an Information Technology related field.

MCP, A+, Network+ or Security+ certifications are a plus.

COMPANY PROFILE

DMI Companies, founded in 1978, is a leading manufacturer of HVAC accessories supplying the commercial, industrial and residential HVAC markets through a vast network of domestic and international distributors. DMI has national standing as an industry leading innovator that possesses integrity and leadership skills which are testaments to the quality manufacturing and operating procedures engaged by DMI Companies. DMI is building a better world for ourselves and our children by providing a sustainable environment through our products, operations, and personal conduct.

WHY JOIN DMI COMPANIES?

Our benefit offerings meet or exceed nationwide benchmarking of US companies. They include:

- Medical & Prescription Drug coverage with a generous employer HSA contribution deposited weekly.

- Dental & Vision

- Company paid Life, AD&D, STD and LTD coverage

- Employee Assistance Program, Will Preparation and Identity Theft Assistance

- 401k with pre- and post-tax contribution options with a dollar for dollar match up to 6%

- Paid vacation and sick time

- 10 paid holidays