IT Service Desk Technician

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Requisition ID: 22287 REV-O is the manufacturer of two industry-leading ambulance brands that build Type 1, Type 2, Type 3, and medium-duty models: Road Rescue & Wheeled Coach. With a legacy and passion to deliver mission-critical durability, our ambulances are born to perform under the most demanding conditions-and built to be as unbreakable as the spirit of those we serve. Our proud, devoted team takes tremendous pride in the vehicles we build and the first responders who use them every day. REV-O is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group's extensive vehicle line-up includes models such as ambulances, fire trucks, terminal trucks, RV's and much more. Our 6,500+ employees continuously demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on whether for a family trip across the U.S. or when responding to an emergency. Rev Group is a veteran friendly employer and hires over 200 veterans and or those transferring out of the military each year.

The IT Service Desk Technician is responsible for providing support and maintenance to the business unit user environment. This includes, but not limited to remotely managing tasks within the Service Desk ticketing system, diagnosing, installing, repairing, and upgrading PC hardware, software, and printers.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not an all-inclusive list and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Serve as the first point of contact for employees seeking technical assistance via the ticketing system, phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by employees.
• Walk the team member through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record relevant information in the IT ticketing system.
• Follow-up and update employee status and information.
• Identify and suggest possible improvements to procedures.

Required Knowledge, Skills, and Abilities:

• Excellent communication skills, both written and verbal.
• Proven experience as a help desk technician or other customer support role.
• Customer-oriented and patient in dealing with difficult situations.
• Able to diagnose and resolve fundamental technical issues.
• Solid troubleshooting, communication, documentation, and time management skills.
• Familiar with enterprise level Help Desk ticket tracking software.
• Ability to work independently and also in a team environment with a variety of different technologies.
• Open to learning and working with new technologies.
• Able to interface directly with customers to resolve support issues in a courteous and timely manner.

Education and/or Experience:

• Associates in Computer Science or IT related field preferred.
• 1+ years experience in Information Technology preferred.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job:
  • The employee is regularly required to stand or walk; use hands to finger; handle or feel objects; and reach with hand and arms.
  • The employee frequently is required to walk.
  • The employee is occasionally required to stoop, kneel or crouch.
  • The employee is occasionally required to sit for extended periods of time.
  • The employee may occasionally lift and/or move up to 40 lb's but help will be provided as needed.
  • Specific vision abilities required by this job include several hours of computer screen time daily.

Work Environment/Conditions:

• 75% Indoor Office and 25% Production Floor percentage may vary by location
• Personal protective equipment required while on the plant floor:
  • Safety glasses, or prescription safety glasses with side shields
  • Earplugs
  • Steel-toed shoes

The above information is intended to describe the general nature of this position and should not be considered a comprehensive statement of duties, activities, responsibilities, and requirements. Additional duties, activities, responsibilities, and requirements may be assigned, with or without notice, at any time. This job description is neither an employment contract nor a promise of work for any specific length of time.

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