IT Service Desk Technician

Description

HYDAC is a family-owned and operated business with a vibrant and rewarding working environment for our employees across the country. Our goal is to provide quality products, components and services that meet our customer expectations while being committed to the protection and preservation of our environment. HYDAC’s passionate team designs and manufactures a comprehensive line of innovative and reliable solutions optimized any demand our customers require. 

The IT Service Desk Technician will provide first and second level technical support for all IT incidents and requests. Using state of the art technologies, they will serve as the primary interface between IT and employees and will receive, prioritize, document, and resolve or escalate requests. IT Service Desk Technicians will support all organization goals and objectives as needed. 

You will make an impact in this role by:

• Field incoming requests from end users in a timely and courteous manner.
• Document all pertinent end user information and nature of the problem or request.
• Record, track, and document the problem-solving process including all successful and unsuccessful decisions made, and actions taken.
• Maintain the defined Service Level Agreements (SLA’s)
• Prioritize and escalate problems to the appropriate technician when required.
• Work with the team to provide consistent solutions.
• Perform software updates, driver updates, search knowledge bases, and frequently asked question resources to aid in problem resolution.
• Apply standard diagnostic utilities and methods to aid in troubleshooting.
• Perform preventative maintenance on devices and peripherals.
• Document resolutions and communicate trends to prevent future problems.
• Create knowledge articles and frequently asked questions documents for end users.
• Provide training to employees.
• Maintain the company’s Asset Data Base for your location. 
• Occasional travel to other HYDAC/SI locations.

Requirements

Key skills and attributes for this position include:

• Experience supporting Windows 10/11 and Windows Server. 
• Experience supporting Microsoft Office 365 including Teams and OneDrive.
• Experience troubleshooting network and VPN issues.
• Installation and configuration of computer hardware and peripherals.
• Experience supporting Azure Active Directory and Microsoft 365 Defender.
• Experience with Microsoft Intune Autopilot deployments is a plus.
• Exceptional problem-solving skills.
• Exceptional customer service skills with a focus on rapport building.
• Ability to present ideas and solutions in user-friendly language.
• Exceptional written and oral communication skills, strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required. 
• Ability to absorb and retain information quickly, and to prioritize and execute tasks in a high-pressure environment.
• Highly self-motivated and self-directed with attention to detail.

To be considered for the IT Service Desk Technician role, you must have the following minimum qualifications:

• College diploma or university degree in an IT related field and/or 2 years of equivalent work experience. 
• 2 years in working in a mid to large enterprise environments.
• Microsoft certification is a plus.
• IT-Security certification is a plus. 
• PowerShell, application scripting/wrapping is a plus.
• Ability to speak and understand Spanish is a plus.

HYDAC provides:

• Working in a true global organization 
• Working with modern technology, such as the whole Microsoft 365 suit
• Support in personal development and certification
• Constant learning opportunities
• Working in friendly environment
• Good work life balance
• One Day remote working (after initial onboarding
• Occasional team building and networking activities

Click the “apply” button to be considered for this opening!

HYDAC is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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