ON Semiconductor Help Desk Team Lead in Phoenix, Arizona
Service Desk Technician (Help Desk Technician, DSS Technician – 1st line help desk person, 1st line DSS person). The Service Desk Technician’s role is to ensure proper computer and software operation and to assist end users, that the end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and issues. Service Desk technicians must have a comprehensive understanding of computer hardware and software. In addition, they must possess excellent communication skills in order to assist computer users.
Follows standard Service Desk procedures.
Provide courteous customer support to users throughphone, walk in, and ticket requests. Logs all interactions, track androute issues and requests and document resolutions. Monitor all opentickets to ensure prompt closure and resolution. Identify and escalatesituations requiring urgent attention.
Escalate tier 2 and 3 issues to the appropriateteam(s).
Installs, configures, maintains, upgrades, andtroubleshoots a wide range of hardware and software used in the company.
Gather metrics on daily/weekly/monthly requests andwork.
Replace systems (laptop and desktop) as they reachtheir refresh threshold.
Purchase new systems and accessories and log data intoasset inventory system or appropriate records. Manage local inventory ofIT related equipment.
Image new systems using automated technologies (such asSCCM, etc.) and update with needed drivers and patches.
Deploy and maintain smartphone fleet.
Assist off site contractors with printer maintenance.
Install, configure and support Business and CIMsoftware.
Assist to other GIS towers, CIM, manufacturing, etc.when asked and core work permits.
Help with acquired company integrations.
Supervise a team of Service Desk Technicians andService Desk Specialists. Maintain a high level of employee morale withinthe team.
Prepare staffing plans. Manage Help Desk resources foroptimal performance. This will consist of resource management for incomingcustomer inquiries, projects, administrative work and time allotted forholidays and paid/unpaid time off.
Participate and assist in driving the knowledgemanagement process. Maintain current knowledge of industry trends andpotential impact on the support business.
Participate in projects.
Develop and demonstrate an understanding of customerand business needs.
Resolve escalated customer’s and vendor’s issues.Resolve daily issues of a complex scope that impact the team and overallbusiness objectives.
Obtain equipment, tools, and space needed to allow teammembers to adequately support the customers.
- Bachelor degree with a technical major, such asengineering or computer science.
Minimum 5 years of experience in Help Desk or Desk SideSupport positions
Minimum of two years of experience in a Supervisor orLead role.
Minimum of two years of experience supporting more than200 users and computers in a networked environment.
Experience with Windows (workstations), MAC, LAN,Printing Services, etc.
Experience with the following: Active Directory, SCCM,IIS, scripting, server HW, Linux, Systems Administration/System EngineerMicrosoft certification
Experience with ticketing tools, remote desktopsoftware.
· Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.
Verygood communication and customer related skills.
Effectivelyinteracts with both business and technical audiences at multiple levels,including top executive managers
Ability to understand and speak the language ofbusiness.
Demonstrates deep understanding of relevant technology,architecture, processes and practices
Project implementation and completion
ON Semiconductor (Nasdaq: ON) is driving energy efficient innovations, empowering customers to reduce global energy use. The company is a leading supplier of semiconductor-based solutions, offering a comprehensive portfolio of energy efficient power management, analog, sensors, logic, timing, connectivity, discrete, SoC and custom devices. The company’s products help engineers solve their unique design challenges in automotive, communications, computing, consumer, industrial, medical, aerospace and defense applications . ON Semiconductor operates a responsive, reliable, world-class supply chain and quality program, a robust compliance and ethics program, and a network of manufacturing facilities, sales offices and design centers in key markets throughout North America, Europe and the Asia Pacific regions. For more information, visit http://www.onsemi.com at http://www.onsemi.com/ .
Title: Help Desk Team Lead
Requisition ID: 1803673
ON Semiconductor is an Equal Employment Opportunity Employer and prohibits discrimination on the basis of age, race, color, religion, gender, sexual orientation, national origin, citizenship, protected veteran status, disability status, or any other federal, state or local protected classes. ON is committed to providing equal employment opportunity to qualified individuals, regardless of protect class status.