IT Desktop Support Technician 3

Job Overview & Responsibilities

United Launch Alliance (ULA) seeks an energetic and highly motivated self-starter to join our team as an IT Desktop Support Technician 3. The Information Technology Desktop Support Technician is responsible for the resolution of all second line IT incident and service requests throughout all ULA locations, primarily focused in the ULA Decatur factory.

Duties include but are not limited to:

• General troubleshooting of the ULA desktop computing environment based on incidents and service requests logged via the tier-one service desk.
• Management and resolution of all 2nd line incidents and requests assigned to their queue in Service Now.
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to ULA policies and procedures.
• Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures.
• Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
• Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.
• Support the set-up of new offices, sites or projects across the local region.
• Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety or other risk assessments.
• Develop, review and improve processes to maximize efficiencies within the team.
• Exhibit a flexible approach to working and provide coverage where necessary.
• Provide training and guidance to end users.
• Provide weekly/daily reports/time reporting and updates on current issues.
• Provide conference room support including, when needed, maintaining connections to equipment.
• Perform floor walks to engage with employees.
• Maintain sufficient equipment stock to deliver service, including maintaining appropriate records.
• May perform such other duties as the supervisor may require from time to time or deem necessary.

Required Education

Associate's

Required Years of Experience

Minimum of 4 years of related work experience

Basic Qualifications

• Two years of directly related, progressive experience may be substituted for an associate’s degree.
• Technical support experience in multi-tier applications, including remote end-user support, to 3,000 end users in small-large scale enterprise environment required.
• Extensive knowledge of latest MS Software Applications including Windows 10/11, and Microsoft Office 365.
• Knowledge of Local Area Networks, DHCP, DNS, and TCP/IP protocol.
• High level of proficiency and knowledge of working in a Corporate IT environment.
• Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures.
• Solid understanding of hardware and software asset management processes.
• Ability to learn, understand, and apply new technologies and equipment while also being able to generate instructional documentation.
• Demonstrated communication skills, both verbal and written.
• Ability to support remote locations.
• Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures.
• Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
• Ability to lift up to 35 lbs., bend, kneel, squat, stoop, work overhead, reach above shoulder level, sit, stand, walk (sometimes on uneven surfaces), and climb.

Preferred Qualifications

• ServiceNow platform for CMDB, service request, incident, problem, and change management.
• CompTIA Security+, A+, Network+ or similar certifications.
• CISCO certs.
• Experience in a manufacturing environment.
• Basic familiarity with industrial conrtrols. Siemens, Fanuc, or Cincinnati Milacron.