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Service Desk Technician
Full Time Salary
Atlanta, GA
Posted 2 months ago

We are seeking a Service Desk Technician to provide efficient and expert IT support to our employee user base. An excellent Service Desk Technician must be able to work in a fast-paced, team-oriented environment and apply their comprehensive technical knowledge to deliver frontline IT support services both remotely and in-person.  They must be committed to a high level of quality in ticket handling and effectively utilize the ticketing system in performing IT Incident and Request Management activities daily.  The goal of this position is to utilize all available resources to provide Tilray employees a valuable, superior, and effective IT support experience in every interaction.

Key Accountabilities

  • Provide superior frontline technical support for onsite and remote users
  • Pursue technical issues to resolution or escalation
  • Provide IT Onboarding orientation to new employees
  • Advise users on IT products and/or services
  • Manage on-site IT inventory
  • Fulfill onsite IT workspace requests
  • Daily utilization of IT ticketing system for incident and request management
  • Observe and report on trending IT issues and potential areas of service improvement
  • Participate in knowledge management and creation of knowledge base articles
  • Work and collaborate with a team

Required Qualifications

  • College Diploma/University Degree in related field
  • 2-3 years of experience in an Information Technology support
  • MacOS, iOS, Windows, printers, and mobile device support experience
  • Experience in supporting large-scale IT environments
  • Experience in supporting conference room solutions
  • Organizational, verbal, and written communication skills a must
  • Attention to detail and ability to multi-task is an asset
  • Previous experience in an ITIL environment

We Offer:

  • Health, dental, and vision coverage for eligible employees
  • 401(k) plan with matching
  • Paid time off
  • Monthly beer allotment
  • Discounts on SweetWater merchandise and food at our new Taproom

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