Job Description

AZZ has an exciting opportunity for a Service Desk Technician at our St. Louis facility. Reporting to the Service Desk Manager you will support day to day IT operations.

Duties and Responsibilities

• Clearly communicate technical subjects and instructions to non-technical audience both in person and over the phone.
• Manage user requests for support within time constraints defined by a service level agreement (SLA).
• Document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
• Give users a feeling of personalized service and a quick and thorough resolution.
• Perform basic technical support on endpoints (e.g., hardware, configuration, network connectivity, security, VPN, Terminal Services).
• Perform general maintenance tasks; troubleshoot and repair computer systems and peripheral equipment throughout the organization.
• Escalate service requests with management, vendors, and more senior technical resources as necessary to resolve problems.
• Image desktop and laptop computers.
• Ships and receives displays, computers, network equipment, and related materials.
• Manage inventory of replacement parts, equipment, and software licenses.
• Use an ITIL based work order tracking system.
• Plan and manage travel to field offices for onsite maintenance.
• Follow standard policies and procedures where documented.
• Inventory and securely destroy decommissioned data storage devices.
• Produce training materials and teach users in person and using remote collaboration tools.
• Other duties as assigned by the Service Desk Manager.

Qualifications

• 5+ years of experience in an end-user technical support role with more than 500 Windows workstations.
• Excellent communication and people skills.
• Problem-solving, analytical, and team-working skills.
• Must be able to lift 50 lbs. unassisted.
• Must be able to travel internationally.
• Must be able to travel via airplane.
• Must have a valid driver’s license.
• Must be willing and able to climb a standard 8 ft ladder.
• Must be able to communicate effectively in English.
• Experience working a standard service desk ticketing system.
• Experience answering incoming phone calls in a bullpen environment.
• Experience using multiple remote connection tools i.e. Remote Desktop, SCCM Remote Control, GoToAssist.
• Experience with video conferencing and collaboration tools ie Microsoft Teams, Zoom.
• Experience with User Management and Device Management inside Active Directory.
• Experience configuring VoIP phones.
• Experience supporting MFA.
• Experience creating job requirements for an outside contractor, remote hands, to perform.

Minimum Education

• Associates degree required.
• Technical Support Certification (e.g., MCSA, A+, CCNA) required
• Equivalent combination of education, certification, and experience will be considered.

Additional Information

All your information will be kept confidential according to EEO guidelines.

#LI-Onsite

We are an Equal Opportunity Employer.

AZZ Inc. is a Drug Free Workplace