Service Desk Tech

enVista is a high-growth, high-tech global software, consulting, managed services and automation firm that optimizes supply chain and commerce for thousands of omnichannel retailers, distributors, and manufacturers. enVista is the only solutions provider in the market that optimizes and unifies both supply chains and omnichannel commerce end-to-end, from order capture to fulfillment, and from supplier to customer.

Our global associates are on the front lines of commerce, supply chain and technology - developing innovative solutions that improve profitability, reduce waste and positively impact the world. Through onboarding, developing & training, employee awards & recognition, volunteer committees & affinity groups and mentoring, enVista hires and grows top talent. Together, we work, grow and lead our market as a high-impact organization.

Position Summary:

enVista supports our clients' IT operations with customer obsessed Managed Services, Public and Private Cloud solutions, Disaster Recovery, Cyber Security Services and more. We are hiring a Sr. Service Desk Technician to join our Managed Services Operations team. The primary focus for this role is answering support calls, triaging and management of support tickets. Successful candidates will need a basic technical knowledge over a variety of technologies and passion for the customer's success.

Key Responsibilities:

• Availability to work from enVista office daily
• Perform hardware configuration, imaging, and troubleshooting.
• Provide live answer and call back support for phone calls received by clients requesting support
• Interact with customers in response to inquiries, concerns, and requests about products and services
• Create tickets in ticketing system utilizing existing processes
• Gather customer/client information and determine the issue by analyzing the symptoms
• Provide technical assistance with computer hardware and software as first line support including but not limited to internet connectivity, email, application errors, and more
• Resolve issues for clients via phone, or electronically via email or chat
• Manage tickets received to ensure tickets have required information
• Ability to escalate tickets as needed while providing great customer service
• Ability to track your time in a ticketing system
• Research using available resources, including internal database systems
• Travel to client sites regularly within central Indiana and surrounding counties. (Up to 25%)
• Work with end-users onsite to resolve service desk tickets
• Additional tasks may include managing of ticket system queues, operations coordination related to scheduling, client/internal hardware management, reports generations
• Exemplary attendance and punctuality.

What you will bring:

• 1-2 years minimum of professional technical experience or equivalent
• Proven diagnostic and troubleshooting skills with ability to identify source(s) of problems to solve the problem hands-on quickly, effectively
• Experience installing software and upgrading hardware
• Strong knowledge of Windows 10 and workstation hardware including but not limited to workstation peripherals, Mac experience a plus
• Ability to clearly communicate technical solutions in a user-friendly and professional manner, both verbally and in writing, displaying sensitivity and diplomacy under pressure
• Must be motivated and work independent
• Excellent communication and listening skills and a desire to help people.
• General business acumen that allows you to understand priorities and client risk.
• Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups.
• Ability to adjust to constantly changing technology, processes, and team structures.
• Openness to constructive coaching and ability to implement performance objectives

Benefits of Joining enVista:

• We offer comprehensive benefits like competitive compensation including bonuses, medical, dental, and vision insurance, as well as life insurance and 401k plans with company matching
• Flexible work, with a continued plan to allow work from home and hybrid options for our technologists and consultants
• Career development through enVista University, an internal program partnered with Cornell University
• Commitment to Diversity, Equity, and Inclusion through internal affinity groups for community support, and training and enrichment opportunities

At enVista, diversity, equity & inclusion (DE&I) are part of our core values that we proactively foster and build upon. We are a 'learning' versus 'knowing' organization that values and welcomes diverse perspectives, ideas, beliefs and cultures as we aim to shape the technology, industries and world of the future.