Purpose of Position
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The IT Service Desk Specialist is an advanced support position on the IT Service Desk team responsible for providing end users hardware and software on-site support services.
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The IT Service Desk Specialist is responsible for providing timely support contributing to a positive end user experience while ensuring that users adhere to standards and are compliant from a security, policy, approved software/device use, and license compliance perspective.
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Coordinates Service Desk services for hardware and software asset management.
Key Responsibilities
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Work with other IT resources to coordinate research and resolution of complex issues escalated from Tier 1 support team members.
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Participate on new service/solution implementation projects to understand support needs and provide training to Tier 1 and Tier 2 support teams to improve overall level of support we provide for new service/solution introductions.
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Deliver configured equipment in a timely manner as part of the on-boarding process.
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Enforce software and hardware standards defined by Global IT Management on all end user equipment.
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Procure hardware and software as required to support endpoint computing business needs.
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Manage IT Assets for end-user devices in the Asset Management System.
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Responsible for helping to manage IT Knowledge Bases and Documentation.
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Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers.
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Installation, configuration and troubleshooting of Windows OS (sometimes MAC, iPad etc.).
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Provide In-Person, and Remote Support as required.
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Support the local data centre, understand Servers, VMware, Network devices like switches & routers and storage devices.
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Work from the customer site 5 days a week, no remote support.
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Provide support to white glove users.
Position Relationships
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Position reports directly to the IT Service Desk Manager.
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Works on cross functional teams in IT and with other IT team members.
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Participate in new service/solution project teams to understand support needs.
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Collaborates with Global IT leaders on support needs.
Measures of Performance (Indicators)
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Efficient incident and request handling meeting established service level agreements.
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Quality/thoroughness of deploying solutions.
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Maintain good Opened vs Closed ticket ratio.
WHO YOU ARE (Qualifications)
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Qualifications in IT: ie. A+, N+.
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Fundamental understanding of computers, networks, the internet, and personal productivity programs (Word, Excel, Outlook etc.).
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Understanding of the Project life cycle management.
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Must have good communication skills and come across in a polite and professional manner.
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5+ years in EUC role.
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Working experience with an International Company.
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Working on a global support team.
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Experience with Manage Engine ServiceDesk Plus ticketing platform.
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Experience with Jira.
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Knowledge of computer networking and components, as per relevant qualification certification programs.
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Knowledge of desktop operating systems, as per relevant qualification / certification programs.
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Knowledge of operating systems and applications, as well as hardware and software troubleshooting.
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Knowledge of the purposes for which people in the organization use the computers.
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Good Communication Skills, verbal and written.
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Strong Microsoft Office skills.
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Flexible and adaptable to the evolving nature of projects.
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Team player who enjoys working in a fast paced, pressurized, dynamic environment.
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Analytical person with a keenly developed appreciation of attention to detail.
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A high degree of accountability & integrity.
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Be capable of working unsupervised whilst understanding the importance & interdependencies of the team.
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Able to take responsibility for workload.
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Service orientated.
Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 15 days, 13 paid holidays (including 3 floating holidays) per year and paid sick leave.*
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.
WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.
With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com
At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.
Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.
Together, let’s power the way the world moves!
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"Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law."
