Service Desk 3

$29.00 - $32.00 hourly
  • Nortek Security and Control
  • 8740 Crossroads Drive, Olive Branch, MS, USA
  • Aug 19, 2020
Technical,   Service Desk   NetSuite ServiceNow Other

Job Description


The Service Desk Technician 3 will be responsible for supporting our Olive Branch, MS location that consist of approximately 100 employees and all of NSC’s global facilities’ internal employees with a total end user base of approximately 700. This role will be sharing responsibility for supporting the Global Service Desk Ticket queue along with five other technicians across the globe and will be handling all hardware and software support from a Tier I-III troubleshooting aspect. 

Primary Responsibilities

Support the Global Service Desk Ticket queue along with 5 other technicians globally.

Hands on local support for all of Olive Branch's departments including the warehouse and ability to effectively communicate with other site’s departments (HR, Engineering, Prod Ops, Marketing, Customer Service, Tech Support, Finance, Sales) and employees (all levels of employees up to executive level)

Constant collaboration with Service desk team and SD supervisor to solve any potential and existing issues, work on projects also.

Maintain, analyze, and fix PC & Mac desktop and laptop hardware or coordinate with vendors and ability to demonstrate advanced troubleshooting skills in handling complex issues is required

MS Office 365 installation, support & troubleshooting (i.e. email, OneDrive, SharePoint issues also.)

Collaborate on potential hardware and software IT purchases

Collaborate and/or lead assigned short term projects 

Provide computer desktop support to local & remote locations in accordance with established policies and procedures

Resolve computer problems and advise/implement appropriate action/solutions.

Willingness for occasional domestic travel

Understand, support and execute all work in the established procedures, methods and working requirements

Implements and maintains department policies and standards

Perform any other related duties as required or assigned


Knowledge Skills and Abilities

High school diploma or equivalent required/Bachelor’s degree in related field preferred

10+ years of experience of Service Desk Tier III in corporate environment required  

3 years of Office 365 environment knowledge required 

Experience in setup, troubleshooting, repair, deployment of PCs and Macs and maintaining the following hardware: Limited Network Hardware, Laser and Label Printers, iOS and Android Devices, RF Devices, Hand-held Scanners and Computer Peripherals

Knowledge of troubleshooting and working with the following software: Microsoft Windows 7 - 10, macOS, Microsoft Windows Server 2008 – 2016, Microsoft Office 365, Windows Embedded Compact 6.0, Windows Mobile Device Center, and Bartender Label Software

Basic to intermediate knowledge of Active Directory desired; PowerShell Skills a big plus

Passionate about new technologies and Apple hardware 

Ability to effectively deliver services in a high volume, team environment with a great attitude and sense of community

Basic Network Troubleshooting experience 

Advanced written and oral communication skills; detail oriented and strong organizational skills

Strong ability to adapt to changing priorities, and work with a sense of urgency

Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self

Multi-Year experience in using an IT ticketing system: experience a bonus

ITIL knowledge a plus

Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self

Strong attention to detail and written/verbal communication skills.

Positive attitude, self-motivated and eager to succeed