Cree

  • IT Service Desk Technician Co-op

    Job Locations US-NC-Durham
    Requisition ID
    2019-8394
    Category (Portal Searching)
    Internship/ Co-op
  • Job Description

    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 be currently attending a technical college and be able to work 30 hours a week throughout the spring semester.  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:

    • Business Enablement
      • 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 active 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

     

    This role may require additional duties and/or assignments as designated by management.

    Overview

    At Cree | Wolfspeed, we’ve spent more than 30 years developing industry firsts as a leader in wide bandgap semiconductor technology. Not familiar with all of our products? That is because we are a part of the invisible revolution; if we do our job right you will never know we were there. Our products make impossible possible like our LEDs that power cities to our Silicon Carbide (SiC) and Gallium Nitride (GaN) components that power electric vehicles, solar energy, telecommunications and industrial, military and aerospace solutions.

     

    We believe in enabling the world to do more with less. That’s why we encourage each other to think unconventionally, take ownership and solve real problems. Interested in a career at Cree | Wolfspeed? We want to meet you. Submit your application now.

     

    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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