Title: Service Desk Technician Classification: Hourly Reports To: IT Operations Manager Position Type: Full-time 1st Shift: Monday - Friday 8am - 5pm Starting Pay Rate: $24/hourABOUT SCHUPANWe believe our employees make us the best. To support our employees, we provide benefit offerings for our employees to choose what fits their life. Offerings include medical, dental, company paid employee only dental, dental for dependents, company paid core vision for employee and family, HSA, FSA, 401k, company paid group life and AD&D, voluntary life, short and long-term disability, fitness incentives, wellness premium discount, pet insurance, paid parental leave, tuition reimbursement, and EAP. Core Values At Schupan, we want to positively impact our people, community, and planet every day. We believe our core values foster a culture of excellence through growth. Schupan & Sons, Inc. expects all employees to perform their job duties and consistently follow the core values.Integrity - We are honest in our interactions to foster trust, accountability, and responsibility.Empowerment - We are committed to providing the resources necessary to elevate our employees & our business to excellence.Sustainability - We are dedicated to the wellbeing of our communities, our people, our environment and to the long-term success of our business.Compassion - We are inspired to help others and committed to a workplace of kindness, understanding, and respecting others diverse perspectives and experiencesSUMMARY Our Service Desk Technicians are the face of IT Operations and serve as the first point of contact for employees seeking technical assistance. Establishing a positive and supportive relationship with end users is essential.The ideal candidate for the Service Desk Technician position possesses technical and customer service skills, a high work ethic, and shows potential for leadership. This position requires a wide skill-set and is high energy.A large portion of the Service Desk Technician's time is dedicated to answering phones and live chats, responding to web tickets, and providing walk up customer service, as well as proactively solving problems and providing timely and professional customer service to employees.ESSENTIAL FUNCTIONSMonitor support lines and ticket queues for issuesClearly document requests in ticketing systemMaintain accurate inventory of all assetsProvision and support mobile devices and workstationsDeploy and repair peripheralsManage identities and permissions in Active Directory and EntraWork off hours and travel to remote locations when neededProvide on-site and remote support to end usersCollaborate with outside support partnersAdhere to security practices and policiesFunction within an industrial environmentMust be able to interact in-person with peers and the publicMaintain regular and predictable attendanceMust be able to handle high stress situationsAbility and disposition to continuously learnPerform other duties as assigned by the IT Operations ManagerPOSITION QUALIFICATIONSBASIC EDUCATION AND EXPERIENCEMinimum of 2 years related experience and/or trainingAssociates degree or other post-secondary education (preferred)An equivalent combination of education and experienceSKILLS AND ABILITIESThorough understanding of common co