Service Desk Technician

Allied Mineral Products is a leading manufacturer of monolithic refractories worldwide and we are seeking a qualified Service Desk Technician for our headquarters in Columbus, Ohio. The Service Desk Technician is required to support the global business and as such will need to be fluent in the use of the English language and possess exceptional communication skills both verbally and in written form.

The role is responsible for the day-to-day support, coordination and escalation of mission critical IT systems including VMWare ESX, Hyper-V, O365, MS Windows 2012/2019, MS SQL 2017 and Linux based operating systems. Primary duties include Active Directory user management, network support, and maintenance of all client operating systems. Additionally, under both the direction of the System Administrators and LVL 2 System Analysts, the Service Desk Technician is responsible for maintaining all system hardware ensuring that the latest firmware is being run and client data is being backed up into OneDrive.

Key Duties:

• Ensure all company systems, applications and core architecture are available 24/7/365, and always escalate issues in a prompt manner.

• Drive company standards within the client engineering space ensuring that all machines are identified, controlled and are running the latest firmware and patches.

• Ensure user satisfaction through meticulous management of user issues, and thorough and complete communications.

• Carefully follow processes and standards to ensure maximum user uptime.

• Review issues/tickets for patterns and make recommendations on change to leadership.

• Administration of client machines ensuring that company standards are always followed and that company policies are strictly adhered to.

• Stay current and up to date with all system information, changes and updates.

• Ensure that Incident Management, Change Control and Asset Management processes are always followed.

• Ensure tapes and/or media are always available to ensure system backups are conducted per schedule.

• Train users on complex topics, make presentations to the wider team, and interact positively with upper management.

• Assist peers to bring swift resolution to ongoing incidents.

• Work under the direction of the System administrators to deliver key projects to the company.

Qualifications:

• A Bachelor of Science degree in Computer Science or related field, or equivalent work experience desired.

• Must have or be willing to get the following certifications: Comp TIA Network +, Comp TIA A+.

• A minimum of 2 years’ experience with Windows System Administration is desired.

• Working knowledge of ITIL/ITSM, including processes surrounding Asset and Config Management, Change Control, Knowledge Management, Incident Management helpful.

• Must have strong interpersonal, written and verbal communication skills.

• Must be assertive and able to work independently.

• Must be willing to work unusual hours when needed.

• Must be dependable and punctual.

Allied Mineral Products offers competitive wages, health, dental, STD, LTD, ESOP retirement plan and profit sharing. Passing a drug screen is required prior to starting work should an offer be made.

Allied Mineral Products Holding, Inc. is an Equal Opportunity Employer/Veterans/Disabled.