Senior Help Desk Technician
- Mahwah, New Jersey
- Level: Varies based on position
Senior Help Desk Technician
We’re the obstacle overcomers, the problem get-arounders. From figuring it out to getting it done… our innovative culture demands “yes and how!” We are UPS. We are the United Problem Solvers.
About this role:
Will consider candidates from the following I.T. Campus locations: NJ, MD, GA & KY.
Must be available to work onsite at IT campus when required.
Sr. Help Desk Technician will be part of the I.T. Change Management Team assisting Incident, Problem and Change Analysts and working with IS customers to ensure adherence Change Management and similar business processes.
Duties include answering hotline calls, assisting with Change Request record assignments, monitoring dashboards for Emergency Change approvals, creating and generating reports, performing administrative tasks, performing limited analysis of Change data and assisting senior analysts with additional daily Change Management workload including but, not limited to Change Advisory Board (CAB) Meetings. The Technician will frequently communicate with users via email, phone and messaging concerning Change Management. Significant IT customer interaction related to ServiceNow functionality and directing users to appropriate Knowledge Articles when needed.
- Knowledge and experience with ServiceNow ITSM workstreams
- Experience with Microsoft Office
- Familiarity with I.T. Organization structure and hierarchy
- Customer Service skills demonstrated in previous/current position
- Excellent written & verbal communications skills
- Bachelor's degree in Computer Science or related discipline, or the equivalent in education and work experience
This position offers an exceptional opportunity to work for a Fortune 50 industry leader. If you are selected, you will join our dynamic technology team in making a difference to our business and customers. Do you think you have what it takes? Prove it! At UPS, ambition knows no time zone.
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law
Benefits & Career Advantages
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Parsippany and Mahwah
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