IT Help Desk Coordinator

Overview:
Cree Lighting a Company of IDEAL Industries is a market-leading innovator of LED lighting for indoor, outdoor and intelligent lighting applications that improve society and safeguard our planet. Additionally, our cutting-edge technology delivers reliable performance and value beyond light for office and industrial buildings, schools and universities, municipalities, automotive dealerships, healthcare facilities, and more!We are currently seeking a Help Desk Coordinator to bolster an already strong team! This position will work closely with the IT Service Desk Team to ensure prompt customer service and quick response times to IT systems support requests. Qualified candidates will provide quality support with a high degree of customer satisfaction, technical expertise and timeliness. Support will be provided following an ITSM ticketing system.Successful candidates must understand the importance of maintaining a 24x7 production environment. The ability to work well under pressure and handle stressful situations is a must. A good personality and excellent written and verbal communication are very important due to the amount of interaction with internal customers. Individuals must be able to work well with limited direction and supervision, be detail oriented, extremely organized, and self-motivated with sense of ownership in their area of responsibility.PRIMARY RESPONSIBILITIES:Understand internal employee needs and provide solutions to help enable the user or process Be a customer advocate and relay customer feedback, needs and wants to the rest of the IT organization Be professional, courteous, empathetic, with good listening skills - Incident Management - Strong problem solving and troubleshooting methodologies Receive IT support requests through various channels including phone, chat, e-mail, and employee self serviceProvide remote IT support for quick resolutions to software, OS, telecomm, and network related issues Provide desk side support for hardware and network related issuesLog and prioritize tickets based on the impact and urgency of the incident reportedInvestigate, diagnose, and resolve incidents at first contact when possibleResolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed. Provide periodic customer updates until the incident is resolved.Escalate and/or route tickets to appropriate IT Teams or team members as neededEnsure business defined incident SLAs are met Fulfill various system access requestsDeliver and retrieve IT Hardware to/from shipping as needed Update central knowledge base with workarounds and known issues Assist in updating documentation of current processes and procedures EDUCATION & EXPERIENCE:Working knowledge of Windows 10 and MS Office 365Associate or Bachelor degree preferredITIL Certification preferred Manufacturing environment experience preferred SKILLS & COMPETENCIES REQUIRED:Detail oriented, extremely organized, self-motivated with sense of ownership of area of responsibilityStrong ability to diagnose various OS and application errors and performance issues Strong methodical troubleshooting and problem-solving capabilities Ability to diagnose and repair various IT end user hardware related issues Energetic, enthusiastic, eager to learn, fast learnerExcellent attendance and reliabilitySelf-motivated and able to work well with limited direction and supervisionAbility to work well under pressure and handle stressful situationsAbility to work well within a team environment PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:Sit at a computer or desk for extended periods of timeStand for long periods of time, up to 4 continuous hours and up to 8 12 hours during a shiftFrequent walking through the department/buildingUse hands/arms for repetitive motion activitiesLift objects up to 25-50 pounds with or without assistanceBend, stoop or crouch while performing daily activities of the jobEffective verbal and written communications skillsAbility to work in a noisy environmentAbility to work in an environment with fluctuating temperatureWe have an outstanding benefits package that starts DAY ONE! We offer medical, dental, vision, 401K with match and a pension plan!We are values-based organization that seeks people that integrate with our culture and grow with the business over time. We are privately held so we think in terms of generations, not quarters.Cree Lighting a company of IDEAL Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on protected characteristics as outlined by federal, state and local laws. We realize that providing a culture that represents a diverse background and skillset only makes us a brighter place to work.