IT - IT Service Desk Technician I Baker Electric - 3.7 Escondido, CA Job Details Full-time $24 - $29 an hour 2 hours ago Benefits Wellness program Paid holidays Disability insurance Health insurance Employee stock ownership plan Retirement plan Qualifications Desktop computer repair Customer communication Smartphone (troubleshooting support) IT user and group management Data permissions Laptop (troubleshooting support) IT system monitoring Incident management software Hardware maintenance Equipment troubleshooting Microsoft Exchange Training material drafting Windows Incident Escalation Software installation Microsoft Office User training (technical support) Internal employee customer service Email configuration (technical support) Computer hardware Desktop (troubleshooting support) Office equipment installation Computer management Hardware configuration Incident management operations support Customer support ticket management Customer service knowledge base ServiceNow Phone triage Access control management Full Job Description At Baker Electric we are energized by truly living our values - Team Builders, Relentless Follow Through, All-In, and Care for Others. When our team members work together with these things in mind, we do great things both individually and as an organization. Being an employee-owned company shows our drive for sustainable, long-term growth while enhancing the lives of our team members.

SUMMARY:

The IT Service Desk Technician I is a service-oriented person who performs at the professional level to support the day-to-day responsibilities of the IT Department. The Service Desk Technician I responds to requests from internal users about technology issues and applies knowledge and expertise to resolve issues or respond to requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Act as the "face" of IT by fielding phone calls and triaging incoming tickets. Provide tier one support for any information technology issues and problems. Provide assistance by phone, email, in-person and using a ticket management system. Track issues and update the internal knowledgebase with issue resolution details. Track user account creation, changes and deletions. Perform password resets. Support computers, laptops, tablets, smart phones and applications. Monitor and escalate alerts from monitoring/antivirus systems. Monitor backup system alerts and escalate errors. Maintain user accounts including rights, permissions and systems groups. Manage critical incidents. Quickly and accurately determine incident scope and impact. Follow up on tickets at pre-defined intervals until resolved. Update daily status reports and shift handover reports. Write training manuals and train users. Walk customers through problem-solving process. Install, modify, and repair computer hardware and software. Set up equipment for new employee desk space. 10% Travel expected. Key 30, 60, 90 Day Accomplishments 30

Day:

Learning process and procedures - Servicenow ticketing system, Onboarding, Exiting, and inventory 60

Day:

Exudes confidence in the process and procedures listed above, beginning to take further action. 90

Day:

Shows ability to handle Tier 1 responsibilities with little or no direction.

EXPERIENCE, EDUCATION

1 -2 years of helpdesk/desktop support experience preferred. Proven aptitude for learning new technology and interest in helping others. Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, MS Exchange Server 2010, Office 365, Windows 7. Good verbal, written and interpersonal skills. Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations. Ability to troubleshoot mobile devices, tablets, laptops, computers, etc. At Baker, we are proud to be an employee-owned company. When you join, you will have the opportunity for a great career and the financial benefits of being an owner. Through our ESOP (Employee Stock Ownership Plan), eligible employees can become part owners of the company. Instead of just receiving a paycheck, you will be given shares of the company's stock over time. As the company prospers, the value of these shares can increase, providing you with a potential wealth-building opportunity in addition to a competitive compensation package. The ESOP will enable you to share the company's success and growth. For more information regarding employee ownership at Baker Electric and its significant potential, click here: Employee Stock Ownership Program | Baker Electric (baker-electric.com)

PAY TRANSPARENCY

The starting salary for this opportunity range is listed. Other rewards may include annual bonus eligibility based on company and individual performance, short- and long-term incentives, and program-specific awards. Baker provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, an Employee-Owned Program (ESOP), paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rate based on location and experience.

ACKNOWLEDGEMENTS

Baker Electric is an Equal Opportunity-Affirmative Action Employer / Disability / Veteran. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, a Baker Recruiter will contact you directly from our organization with a @baker-electric.com email.