Service Desk Tier 1 who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to customers in person, over the phone, via e-mail using IT ticketing system, or through remote desktop computer tool support.

SUPERVISORY RESPONSIBILITIES:

None

EDUCATION:

Associate degree or 1 year of service desk work experience, required.

ITIL Experience Preferred

QUALIFICATIONS AND EXPERIENCE:

• Must be a U.S. Citizen.
• Must be able to obtain a Public Trust Clearance.
• Strong customer support skills with a commitment to delivering excellent service.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills to diagnose and resolve basic hardware and software issues.
• Detail-oriented with strong follow-through to ensure timely resolution and accurate documentation.
• Ability to remain calm and professional under pressure, especially when dealing with frustrated users.
• Effective organizational and time management skills; able to manage multiple tasks in a fast-paced environment.
• Demonstrated ability to work independently and collaboratively within a team setting.
• Eagerness to learn new technologies and adapt quickly to evolving technical environments.
• High level of professionalism, with the ability to maintain confidentiality and handle sensitive information appropriately.
• Must own a reliable vehicle for travel (a company vehicle may be provided for travel when available).
• Must have a valid driver's license.
• Able to lift at least 50 pounds.
• Able to work assigned shift hours, including occasional overtime or weekends as required.

TYPICAL DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for customers seeking technical assistance.
• Setup and deploy equipment as needed during onboarding of new employees
• Diagnose, research, and resolve tier 1 technical hardware and software issues.
• Effectively advise and assist customers on appropriate action.
• Meet required SLAs.
• Image and deploy user workstations.
• Direct unresolvable issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.
• Maintain the highest possible level of customer service.
• Leverage remote desktop computing control tools to provide extra levels of user care.
• Provide overtime or weekend work from time to time.
• Other assigned duties, including remote site visitation for walk through and remediation.

LANGUAGE SKILLS:

Ability to read, analyze and interpret and write technical systems documentation.

MATHEMATICAL SKILLS:

Basic mathematical and algebraic equations required.

PHYSICAL DEMANDS:

Occasionally, will conduct or participate in a field trip to operating plants, construction sites or other office complexes.  This requires the ability to stand, walk, clear close and distance vision, depth perception and the ability to focus.

WORK ENVIRONMENT:

Normal work environment will be a business office with moderate noise.  Occasionally, will conduct or participate in a field trip to operating plants, construction sites or other office complexes.  This may require exposure to outdoor weather conditions, loud noises, work near moving mechanical parts, electrical energy, construction equipment, vibration, fumes, chemicals, and airborne particles.

ABOUT S&B

S&B is an exceptional full-service Engineering, Procurement, and Construction (EPC) company, proudly maintaining private ownership and operation for over five decades. With our extensive experience, we have successfully undertaken diverse projects across various industries, including Oil & Gas, Chemicals, Petrochemicals, Energy Transition, Power, and Pulp & Paper.  What sets us apart is our unwavering commitment to safety, timely project completion, and cost-effective solutions. Our proven track record speaks for itself, as we consistently deliver outstanding results while adhering to the highest industry standards. Moreover, our company culture is unparalleled, fostering an environment of collaboration, innovation, and excellence.  At S&B, we understand the value of our talented team, and we ensure they are rewarded accordingly. We offer a competitive compensation package and a comprehensive benefits program to attract and retain the best professionals in the field.

#LI-Hybrid