Jobs in the United States

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Added 2 mins ago
Senior Product Owner/Manager, Next Best Action Configuration
Humana
Salem, OR
Review requirements for completeness, consistency, and implementation readiness and identify gaps, conflicts, or ambiguities requiring resolution.
Added 2 mins ago
Associate Cobol Technical Analyst
Highmark Health
Salem, OR
…delivery. Also supports identification, documentation, and resolution of risks, defects and issues. May analyze market trends for competitive insight to correlate into business value…
Added 2 mins ago
GA
Sr Staff Applications Operations Engineer – Engineering Tools Automation & AI Ops
GE Aerospace
Salem, OR
- $131,000 to $174,000 USD / year
Drive consistent incident, problem, and change management across pods; lead resolution of high-severity escalations and root cause analysis.
Added 2 mins ago
Associate Buyer-Commodity Professional
Saab Automobile AB
Enterprise, OR
Saab, Inc. is seeking an Associate Buyer-Commodity Professional to join our growing team in East Syracuse, NY.
Added 11 mins ago
UO
Recruitment Specialist
University of Kansas
Lawrence, KS
- $44,100 USD / year
Works with Recruitment Director to evaluate issues related to the search process. Assists with the resolution of issues and concerns.
Added 11 mins ago
Package Assembly Production Coordinator (Olathe, Kansas (KS), US, 66061)
SPX
Olathe, KS
…them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the…
Added 16 mins ago
UO
General GI Section Head (Open Rank Assistant-Associate Professor- Professor)
University of Colorado Denver
Aurora, CO
- $350,000 to $390,000 USD / year
Job Title: General GI Section Head (Open Rank Assistant-Associate Professor- Professor)
Added 16 mins ago
G
Business Law Associate/Sr. Associate 4-8 years
GPAC
Saint Louis, MO
- $105,000 to $160,000 USD / year
A well-established and respected law firm is seeking a Business Law Associate or Senior Associate with approximately 4–8 years of experience to join its growing practice. The firm is open…
Added 31 mins ago
LS
IT Support Analyst
Leapfrog Services, Inc.
Atlanta, GA
- $50,000 to $55,000 USD / year
…steps, and keep issues documented, updated, and tracked through…
Added 39 mins ago
Assoc. Enterprise Buyer
RS Group
Savannah, GA
The Associate Enterprise Buyer is responsible for conducting routine MRO procurement activities within RS Integrated Supply and/or appropriate client systems. The Associate Enterprise Buyer…
Added 58 mins ago
School Operations Supervisor
Stride, Inc.
Saint Paul, MN
Serve as the primary escalation point for complex operational and account-related issues requiring advanced analysis and resolution.
Added 59 mins ago
M
Extruder Operator
ManpowerGroup
Minneapolis, MN
- $22 USD / hour
Our client, Manufacturing is seeking a Production Associate to join their team. As a Production Associate, you will be part of the Production department supporting day-to-day extrusion…
Added 1 hour ago
Salon Stylish Manager - Independence Mall
Belk, Inc.
Wilmington, NC
…retention and engagement. Share team successes and celebrate associate achievements to strengthen performance and service excellence. Serve as a key point of contact for associate relations…
Added 1 hour ago
Production Supervisor, Assembly - D Shift
Panasonic
De Soto, KS
…operational issues, develops team capability, drives cross-functional problem-solving, and ensures compliance with safety, quality, and operational standards. Through strong leadership and…
Added 2 hours ago
Human Resources Business Partner
Crown Equipment Corporation
Plainfield, IN
…inclusion, recruiting and talent acquisition, and conflict resolution. May travel to other locations as needed to provide mentorship, guidance, and training for new programs/policies such…
Added 2 hours ago
Senior Product Owner/Manager, Next Best Action Configuration
Humana
Indianapolis, IN
Review requirements for completeness, consistency, and implementation readiness and identify gaps, conflicts, or ambiguities requiring resolution.
Added 2 hours ago
S
Summer 2027 - Technical Support Intern
SAS
Cary HQ, NC
- $15 to $30 USD / hour
Gain hands-on experience while learning how Technical Support takes a problem from first contact to resolution.
Added 2 hours ago
CH
Warehouse Associate II - 3rd Shift
Cardinal Health 200, LLC
Montgomery, NY
- $22.9 USD / hour
Work on routine assignments that require problem resolution.
Added 2 hours ago
CH
Warehouse Associate II - 3rd Shift
Cardinal Health 200, LLC
Montgomery, NY
- $22.9 USD / hour
Work on routine assignments that require problem resolution.
Added 2 hours ago
CH
Warehouse Associate II - 3rd Shift
Cardinal Health 200, LLC
Montgomery, NY
- $22.9 USD / hour
Work on routine assignments that require problem resolution.
Added 2 hours ago
CH
Warehouse Associate II - 3rd Shift
Cardinal Health 200, LLC
Montgomery, NY
- $22.9 USD / hour
Work on routine assignments that require problem resolution.
Added 2 hours ago
CH
Warehouse Associate II - 3rd Shift
Cardinal Health 200, LLC
Montgomery, NY
- $23.15 USD / hour
Work on routine assignments that require problem resolution.
Added 2 hours ago
Senior Digital Product Manager (Ecommerce)
GCI Communication Corp
Anchorage, AK · AK
Added 3 hours ago
RE
IT Service Desk Technician II
Rochester Electronics, LLC
Newburyport, MA
- $22.88 to $31.13 USD / hour
Thoroughly document all research, troubleshooting, and resolution steps in ticket notes
Added 3 hours ago
Universal Banker
Peoples Bancorp Inc.
Huntington, WV
…work environment and employee benefits can greatly impact an associate's life. That's why we seek to create a great benefits package for our associates including: 401(k) retirement plan…

Rochester Electronics, LLC

IT Service Desk Technician II

Newburyport, MA, United States

$22.88 to $31.13 USD / hour

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Job details

Pay: $22.88 to $31.13 USD / hour
Experience: A minimum of 3 years’ experience in Service Desk Support, using a formal ticketing tracking system and SLA metrics
Posting language: English

Original job description

Provide timely and accurate Tier 2 technical support for our onsite and remote employees with a strong focus on customer satisfaction. Responsibilities include, but are not limited to, answering complex inquiries; troubleshooting to fully resolve escalated requests or issues; configuring and deploying PCs using SmartDeploy and Intune; setting up new printers and resolving printer issues; conducting new-hire orientation; installing approved software products; and maintaining conference room equipment. The Level II technician will also assist with documenting processes in our Knowledgebase to ensure clear, accurate, repeatable, and standardized procedures. Meticulously follow up on all outstanding tickets, providing status updates to end-users to ensure optimal response rates and exceptional service delivery. This includes providing the IT Customer Service Support Manager with timely progress updates on escalated issues and assigned tasks without prompting. This is a full-time, onsite position at our Newburyport campus (including some onsite support at our Portsmouth location), with hours from 8:00 a.m. - 5:00 p.m. (Work hours may be adjusted based upon business need).

Responsibilities

Maintain a professional, can-do attitude and provide excellent customer service at every opportunity.
Monitor, research, respond, and complete assigned tickets promptly and accurately:
Provide the user with timely updates, communicating progress made and next steps.
Thoroughly document all research, troubleshooting, and resolution steps in ticket notes
For tickets involving multiple steps, document the resolution steps in the Knowledgebase for future reference.
Prioritize tickets appropriately, with high-severity items having primary focus to ensure no user is left unproductive for an extended period.
If further escalation is needed, collaborate with other IT members and clearly communicate the information gathered and the steps taken to date to resolve.
Identify, research, and resolve the root cause of incidents to prevent recurrence.
Fully accountable for handling all tickets and responsibilities assigned, providing proactive and ongoing follow-up feedback to the IT Customer Service Support Manager. This includes communicating any noted trends and/or potential issues.
Actively possess and practice a process improvement mindset to develop, document, and communicate new procedures to resolve user issues and recommend enhancements for existing processes/procedures to further improve service delivery.
In addition to the ServiceNow ticketing system and Trello Board tracking, closely monitor and respond to corporate email and Teams messages to ensure full accessibility and responsiveness to users.
Perform any needed repairs and updates to hardware, software, or peripheral equipment.
Train users on how to properly use hardware/software, and provide resource materials for future reference.
Acquire and maintain current knowledge of relevant hardware, software, and systems to provide technically accurate solutions to users.
Configure and deploy PCs to new hires and those needing replacement computers using a solid understanding of PC imaging tools and methods.
Working knowledge of Intune and SmartDeploy imaging is preferred.
Set up and support RingCentral accounts.
Conduct New Hire Technology Orientation.
Maintain conference room equipment at the Newburyport campus.
Experience with Logitech Tap technology is a plus.
Track equipment inventory, such as laptops, printers, peripherals, and Warehouse workstation equipment.
When equipment levels are low, obtain vendor quotes to replenish stock.
Provide a proposal to the IT Customer Service Support Manager to pull the PO and place the order.
If urgent issues surface outside of business hours, be available to assist.
Attend staff and client meetings, as required.
Participate in team and department projects, as assigned.
May be requested to perform other duties not mentioned above.

Current Technical Environment

The current environment includes a local datacenter with servers, switches, firewalls, and about 75 VMs, plus a campus network with IDFs and backup locations, and a growing cloud-based infrastructure Amazon, Rackspace, and third-party applications.

Primarily Microsoft Windows PCs and Servers, plus some Linux
Microsoft Entra and Intune
SmartDeploy imaging
Windows 11
Microsoft Office 365 (cloud) email, calendars, Office suite (Excel/PowerPoint/Word)
Teams, including Teams Rooms
Active Directory for users and security groups
VPN and MFA for local and remote users
Primarily HP; Some Dell and Apple MacBooks
HP, Brother, Intermec, and Zebra barcode printers
Aruba and Juniper networks; dark-fiber local campus wiring (5 buildings)
ServiceNow ticketing system. Netrix LLC is our 24x7 Service Desk provider
Solarwinds network and server monitoring and alerts
Avaya VoIP phones
Ring Central (for Sales)
SharePoint intranet

Qualifications

Associate of Science degree required, preferably in computer science, business or equivalent technical certifications/training, may be considered as substitution for a college degree
A minimum of 3 years’ experience in Service Desk Support, using a formal ticketing tracking system and SLA metrics
Proficient in Microsoft Windows and Active Directory
Basic understanding of networking principles and protocols
Experience with Microsoft DNS, DHCP, and File Services
Extensive understanding of VPN and MFA
General knowledge of iPhones and/or Android phones; ability to support Outlook and MAPI interfaces for email and calendar synchronization
Skilled in problem-solving, troubleshooting, and providing creative solutions to resolve problems
Working knowledge of Excel and general reporting tools, including the ability to collect data and develop metrics to provide KPI reporting and analysis
Behavior and teamwork:
Focused on delivering exceptional customer service
Displays patience and perseverance in dealing with user issues
Excellent interpersonal and communication skills
Possesses a positive, can-do attitude
Advanced troubleshooting and multitasking abilities
Excellent analytical skills, as well as focus on accuracy and attention to detail
Self-starter who works well in a team setting
Ability to effectively handle stress during outages, escalations, and times of concurrent demands
Able to represent the company and IT department in a professional, positive light

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