Senior Service Desk Technician

Company: Wells Enterprises (a Ferrero Company)

Functional Area: IT

The Role

Responsible for supporting hardware and software on IT computer related devices for Wells' Enterprises employees. Under general direction, perform analysis and assists in a variety of service desk activities involving mid to high level of complexity. Provide technical and organizational leadership for the enterprise's PC software environment; work closely with hardware and software vendors to verify timely product delivery and ensure new equipment and software are installed and ready to operate on schedule.

What You’ll Do

• Provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; guide end users through troubleshooting procedures; develop troubleshooting documents for the service desk; provide technical assistance in setup, installation and configuration of hardware and software; assess, test, and implement new software and hardware technologies; recommend, install, maintain and troubleshoot software applications on client PCs.
• Schedule, coordinate, and perform upgrades and deploy new hardware and software in compliance with internal controls, policies and standards.
• Resolve incidents escalated from level 1 or 2. Recognize and escalate more difficult incidents to Level 4 support or other IT Application and Technology teams.
• Manage the installation, configuration, and maintenance of all Kronos clocks. Update and maintain clock configuration info in the Kronos application.
• Mentor and train other team members for hardware and software troubleshooting, analysis, and issue resolution.
• Keep all clients PC's fully patched, in a timely manner, with critical security updates provided by software vendors.

• Manage and administrate the software distribution applications/tools used to perform automated software installations (including the standard image) on client PCs. Maintain an inventory of installed PC software, manage licenses, and create policies and procedures for upgrades.

#LI-MG1

#IND123

#Hybrid

What You’ll Bring

• Associates Degree with an emphasis in computers or equivalent experience. Certification by recognized industry leading firms is recommended. 

• 6 or more years of computer repair, hardware and software troubleshooting experience. 
• Knowledge - Requires extensive knowledge of PC hardware, software applications, operating systems and network connectivity.
• Skills - Strong communication/interpersonal skills, with a focus on rapport-building, listening and questioning skills. Clear and thorough documentation skills. Proven analytical skills and attention to detail. 
• Abilities - Must be customer service oriented and proactive in resolving incidents while maximizing use of computing resources. Ability to effectively prioritize and execute advanced level tasks. Advanced troubleshooting abilities. 

Wells Enterprises is an EEO/AA employer M/F/Vet/Dis