Help Desk Coordinator at Sterilite Corporation in Townsend, Massachusetts

Job Description:

Service Desk/Support Administrator Service Desk Coordinator
The Service Desk/Support Administrator will provide immediate assistance (in-person, by phone or email) to users, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. The Service Desk/Support Administrator must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.

ESSENTIAL JOB RESPONSIBILITIES:
Analyzes, troubleshoots and resolves software & hardware issues for Sterilite's users (Some examples: Windows 10/11, MS Office 2016-2021/O365, pc hardware & peripherals) Processes IT equipment/hardware and software delivery and installation requests for all Sterilite facilities Engages, delegates and coordinates with other IT Team Members for issue resolution and support as needed Maintains communication with Sterilite's users, keeping them informed of the status of their requests and follows-up with users to ensure that requests were completed to theirsatisfaction Manages the IT Service Desk ticketing and knowledgebase system, utilizing the system to record, assign, track, close, and analyze all IT Service Desk requests Administers Active Directory and MS Exchange Servers with user updates including mailbox and user account additions/deletions Maintains IT equipment and spare parts inventory Maintains IT inventory records including receiving procedures, asset tagging, and periodical physical inventories at all Sterilite locations Makes recommendations for process improvements and technology changes Isolates recurring problems and ensures that troubleshooting efforts are completed until permanent solutions are found Complies with all company policies and procedures Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate After-hours remote help on a rotational basis.

COMMUNICATION SKILLS:
Excellent communication skills, both written and verbal. Demonstrated ability to actively listen to customer problems conveying commitment toward finding a timely resolution of the situation. Demonstrated ability to read, analyze, and interpret moderately technical documents, work orders, invoices, instruction sheets, and customer communications. Demonstrated ability to compose clear and concise written communication.