Help Desk & Field Service Technician

Stratasys is a world leader in 3D printing!

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

We are seeking a Help Desk Technician to join our Global IT.  In this role, you will be responsible for timely first call resolution of Level 1 IT incidents and requests. As a member of a global team, the individual is required to provide over the phone Service Desk support to English speaking technical and non-technical employees, support a variety of desktop, laptop, and mobile-based hardware and software. This position will troubleshoot low to intermediate level incidents involving but limited to productivity, and web-based applications, Operating Systems, Active Directory, and Exchange.

What you will be doing: 

• Prioritize incidents and requests based on Service Level Agreement (SLA).
• Receive, delegate, and deliver incoming requests from Stratasys employees.
• Properly document and categorize all calls into the ServiceNow ticketing system.
• Help monitor equipment inventory, and order stock as needed.
• Demonstrate commitment to Stratasys Core Values by leading, acting, and behaving in a manner consistent with these values.
• Follow all company safety policies and procedures and attend all safety trainings related to the job. 

Must have for this role: 

• Strong verbal and written English language skills.
• 1-2 years’ Service Desk Level 1 or equivalent experience.
• A strong dedication to quality customer service, and a working knowledge of service delivery procedures.
• Working knowledge of Microsoft Windows 10 operating systems- MUST
• Working knowledge of Microsoft Active Directory, Exchange, and the Office suite- MUST
• Working knowledge of software and/or processes of security, internet.
• Working knowledge of networking concepts, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients.
• Working knowledge of 365, Azure, SSO, Two-Factor Authentication (MFA)
• Working knowledge of Laptop and desktop computing Hardware