IS Help Desk Technician

Your Title: IS Help Desk Technician

Job Location: Dayton, Ohio-Onsite

Our Department: Corporate Information Systems

About the Role

Are you interested in technology and enjoy solving problems so that customers can get back to work quickly and efficiently?

The IS Help Desk Technician is a key player on the front lines of Trimble Corporate IS. This position is perfect for someone looking to leverage their expertise in being the face of the IS department.

Not only do you provide help desk support services, you are also at the front line of our department and maintain the image and credibility of the department as a whole. Critical core competencies for this position are customer service, professionalism, communication, and strong technical skills.

The focus for this position is on service desk support, ticket queue coordination, process ownership, inventory control and project participation.

What You Will Do

You will work with a variety of end-users including non-technical warehouse and manufacturing workers, senior management, shipping and receiving staff, and other IT professionals to support our Americas regional fulfillment center. This position is 100% in office to support business operations that are revenue impacting. You will interface and collaborate with other IS departments to ensure that the site and users are working efficiently and that their technical needs are met. You'll provide world-class customer service and work with a cohesive global IS team.

• Support a warehouse fulfillment center with varying systems including laptops, desktops, general computer accessories, printers, barcode scanners, etc

• Support and maintenance of virtual bulletin boards

• Familiarity with various shipping logistics, such as UPS, Fedex, DHL and BNA Online forms

• Desktop Support: Support the warehouse fulfillment teams with desktop support including configuration of new systems, troubleshooting issues, and user training. The fulfillment center consists of approximately 270 employees.

• Interface with the Network and Server teams to troubleshoot network and server connectivity issues, and with other Help Desk staff to ensure business continuity.

• Training: Provide in person training and onboarding for users who are not computer savvy to help them with basic computer operations such as gmail and Okta.

• Documentation: Create user guides, videos and FAQ documents to assist customers with common support issues

• On call support during quarter end and year end operations at fulfillment center is required

• Participate in projects as required by the business or IS team

• Display a high-level of customer service and professionalism

• Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner

• Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure

• Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble's computer user community, with a specific focus on Dell and various mobile phones and tablets

Who You Are

• Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.

• Customer-centric: You have a commitment to delivering genuine customer service.

• Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities

• Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.

• Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support

• Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue.

• Active listening: Analyze user feedback to streamline troubleshooting efforts

• Adaptable: You are adaptable to new situations and problems and have a flexible mindset.

• Independence: Proactively address local issues using the analytics and administrative tools available

• Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.

What Skills & Experience You Should Bring

• Ability to select from several predefined tools to solve problems

• Ability to document technical information in ITSM systems and maintain ticket lifecycle management effectively

• Ability to effectively communicate in English both verbal and written

• Excellent organization skills

• Relevant IT certifications (ITIL, CompTIA A+, etc.) is a plus

• 5+ years of related experience

• Thorough experience with Windows, mobile devices, tablets, printers, conference room equipment.

• Basic network troubleshooting experience

• Basic experience with Linux to deploy and troubleshoot the OS using existing tools and documentation

• Experience with Google Workspace for enterprise collaboration is a plus

About Your Location

Trimble's Dayton, Ohio site, located at 5475 Kellenburger Rd, Dayton, OH 45424, serves as a significant hub for the company's operations. In 2018, Trimble inaugurated a 65,000-square-foot indoor development, testing, and training dome in Huber Heights, enhancing its capabilities in product development and employee training. Further demonstrating its commitment to growth, Trimble initiated a $12 million expansion in 2019, nearly doubling its warehouse space to approximately 300,000 square feet. This expansion not only underscores Trimble's dedication to innovation but also its role in bolstering the local economy.

With a presence in the Dayton area for over 60 years, Trimble continues to be a pivotal player in the community, contributing to both technological advancements and employment opportunities. For more information about Trimble and its operations, you can visit their official website at www.trimble.com.

About Our Corporate Information Systems Division

The Corporate Information Systems team supports Trimble employees' work technology to keep them productive. Our global team is located across the world to provide fast response times and to efficiently diagnose issues and personalize our customers' experience. Our team is cohesive, supportive, and we are proud of what we do.

Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

Hiring Range

Pay Rate Type

Bonus Eligible?

Commission Eligible?

Benefits: Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.

Posting Date

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values-Belong, Innovate, and Grow-we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under "Corporate Governance."

Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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