Cree

  • Help Desk Coordinator

    Job Locations US-NC-Durham
    Requisition ID
    2018-6447
    Category (Portal Searching)
    Information Technology
  • Job Description

    Job Title: IT Service Desk Technician

    Summary:

    This position will work closely with the IT Service Desk Team Lead to ensure prompt customer service and quick response times to IT desktop support requests.

    Qualified candidates will provide quality support with a high degree of customer satisfaction, technical expertise and timeliness.  Support will be provided following an ITSM ticketing system.  Successful candidates must understand the importance of maintaining a 24x7 production environment. The ability to work well under pressure and handle stressful situations is a must. A good personality and excellent written and verbal communication are very important due to the amount of interaction with internal customers. Individuals must be able to work well with limited direction and supervision, be detail oriented, extremely organized, and self motivated with sense of ownership in their area of responsibility.

    Key Responsibilities:

    • Customer Service
      • Understand internal employee needs and provide solutions to help enable the user or process
      • Be a customer advocate and relay customer feedback, needs and wants to the rest of the IT organization
      • Be professional, courteous, empathetic, with good listening skills
    • Incident Management
      • Strong problem solving and troubleshooting methodologies
      • Receive IT support requests through various channels including phone, chat, e-mail, and employee self service
      • Provide remote IT support for quick resolutions to software, OS, telecomm, and network related issues
      • Provide desk side support for hardware and network related issues
      • Log and prioritize tickets based on the impact and urgency of the incident reported
      • Investigate, diagnose, and resolve incidents at first contact when possible.
      • Resolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed. Provide periodic customer updates until the incident is resolved.
      • Escalate and/or route tickets to appropriate IT Teams or team members as needed
      • Ensure business defined incident SLAs are met
    • Request Fulfillment
      • Fulfill IT Service Requests on a first in first out basis, providing detailed documentation and customer facing updates of progression until the request is fulfilled.
      • Deliver and reclaim IT hardware, peripherals, and telecomm equipment to/from various office and manufacturing locations around the Durham and RTP campuses
      • Image workstations with Windows OS and software
      • Perform remote software installations
      • Perform desktop computer backups
      • Perform desktop computer OS migrations
      • Manage requests for loaner IT equipment
      • Patch network ports in wiring closets
      • Fulfill various system access requests
    • Asset Management
      • Deliver and retrieve IT Hardware to/from shipping as needed
      • Manage IT storage rooms and cabinets
      • Check in and retire IT hardware inventory and update asset management database
    • Knowledge Management
      • Update central knowledge base with workarounds and known issues
      • Assist in updating documentation of current processes and procedures

    Required:

    • Minimum of 3 years of IT related experience
    • Working knowledge of Windows 7, 10 and MS Office Suites
    • Strong ability to diagnose various OS and application errors and performance issues
    • Strong methodical troubleshooting and problem solving capabilities
    • Previous support experience in a corporate environment in excess of 500 employees
    • Ability to diagnose and repair various IT end user hardware related issues
    • Energetic, enthusiastic, eager to learn, fast learner
    • Excellent attendance and reliability
    • Self-motivated and able to work well with limited direction and supervision
    • Ability to work well under pressure and handle stressful situations
    • Ability to work well within a team environment
    • Detail oriented, extremely organized, self motivated with sense of ownership of area of responsibility

    Preferred:

    • Associate or Bachelor degree
    • ITIL Certification
    • Manufacturing environment experience
    • Executive support experience
    • Experience troubleshooting remote access solutions including RSA, VPN and/or Citrix
    • Previous experience using a ticketing system
    • A+ Certification
    • Other IT training and/or Certifications

    Overview

    Since our beginning 30 years ago, we have introduced innovative and disruptive solutions that enable a more efficient, productive and safer world. We continue our leadership in developing market-leading lighting-class LEDs, lighting products and semiconductor products for power and radio frequency (RF) applications. We believe in unlocking the power and potential of technology, enabling the world to do more with less. We aim to transform the way people experience light and are also leading the innovation of Power/RF products that move us toward a more energy efficient future.

    Be part of our future and have a direct impact while working for an organization that provides a place to work alongside brilliant people, a competitive total rewards package, and a problem solving culture. We invite you to submit an application if you feel we would be a good fit.

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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