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 supervision, perform analysis and assists in a variety of service desk activities. Equipment supported includes, but is not limited to, PCs, tablets, mobile phones, plant vehicle and handheld equipment, and printers.

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.
• Resolve more complex incidents which require detailed systems and applications knowledge.
• Performs upgrades to hardware and software. Deploy new hardware and software in compliance with internal controls, policies and standards.
• Resolve incidents escalated from level 1. Recognize and escalate more difficult incidents to Level 3 or 4 support.

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What You’ll Bring

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

• 2 or more years of computer repair, hardware and software troubleshooting experience. 

• Knowledge - Requires advanced knowledge of PC hardware, software applications, operating systems and network connectivity. 

• Skills - Effective communication/interpersonal skills, with a focus on rapport-building, listening and questioning skills. Clear and thorough documentation skills. Strong analytical skills and attention to detail. 

• Abilities - Must be customer service oriented and proactive in resolving incidents while maximizing use of computing resources. 

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