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IT Service Desk Technician III

Date: Nov 22, 2021

Location: Spokane, WA, US, 99202

Company: Jeld-Wen Inc.

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

THE ROLE

 

The IT Service Desk Technician 3 serves as the primary point of contact for incident resolution, and service requests. The technician is responsible for answering calls and resolving technology-related issues, including system hardware, operating systems, applications, and network issues. This role is a hands-on role that requires a high level of attention to detail and problem-solving skills. Works closely with the Service Desk Lead and other IT teams to provide assistance relating to work outside their scope of expertise.

 

Principle Duties and Responsibilities

  • Deliver great customer experience by meeting or exceeding expectations around evaluating, processing and resolving trouble tickets and phone calls.
  • Monitors and handles calls to the Service Desk call service queues and submits tickets for all calls received.  
  • Coordinate with other Service Desk Technicians and/or ticket originator to confirm or obtain additional information and assign classification and priority to facilitate timely resolutions. 
  • Provide technical support related to service requests and incidents while adhering to established SLAs.
  • Provide support of internal systems such as PCs, Macintosh, Mobile Phones, iPads, Microsoft products, and JELD-WEN proprietary software.
  • Documents all ticket information using the Service Desk tracking system to ensure timely and accurate resolution.
  • Maintains expert knowledge of all supported hardware, software, and office automation products used by the customers.
  • Documents solutions to newly resolved problems and publish articles to the Service Desk knowledgebase.
  • Participate in on-call on support.
  • Perform other duties as defined by the Service Desk Manager.

Qualifications

  • Associates degree and minimum of 2 years relevant work experience preferred.  
  • ITIL Foundation Certification (desired).
  • CompTIA Certification (desired) 
  • Service Desk experience in a large corporate environment servicing internal customers.
  • Strong customer service experience including telephone and face to face support.
  • Proven trouble-shooting skills. Experience trouble shooting Microsoft Office, OKTA, conferencing support, printer/scanner support, etc.
  • Excellent verbal and written communication skills. 
  • Experience in troubleshooting conventional software and hardware platforms, such as Dell, Apple devices
  • Experience with Service Now desired or comparable ticketing system 
  • Ability to work well within a team as well as individually.
  • #LI-TG1

 

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

 

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services


Nearest Major Market: Spokane