Service Desk IT Technician

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors.

ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL.

We are presently seeking a Service Desk IT Technician, who will work out of our corporate headquarters in Pittsburgh, PA. and is committed to ensuring overall business success and corporate governance. In addition to a vast portfolio of high-performance photonic products and technologies, Excelitas offers single source convenience and reliability for integrated end-to-end photonic solutions… from light source to sensor, and everything in between. We excel at delivering innovative and customized components, sub-assemblies and fully integrated photonic systems to meet the unique illumination, optronic, sensing and optical technology needs of global OEM custom

Main responsibilities:

• Manage incoming incidents and service requests to ensure timely resolution in accordance with SLA commitments;
• Troubleshoot hardware, software, and access issues to restore service functionality for end users;
• Escalate complex or unresolved issues to appropriate support teams while maintaining ownership of tickets;
• Document incidents, solutions, and procedures within the ITSM system to support knowledge management;
• Monitor ticket queues and prioritize workload to meet operational targets and service quality standards;
• Communicate effectively with users to provide updates, set expectations, and ensure high customer satisfaction;
• Collaborate with internal teams to support service improvements and resolve recurring issues;
• Follow ITSM processes and compliance requirements for incident, request, and problem tickets;
• Support onboarding and offboarding processes including account setup, access provisioning, and equipment coordination.

Requirements:
• Demonstrate strong knowledge of Service Desk operations and ITSM processes;

• White glove service and communication skills with VIPs
• Exhibit excellent troubleshooting and problem-solving skills in a technical environment;
• Communicate clearly with technical and non-technical users;
• Manage multiple tasks effectively in a fast-paced support environment;
• Utilize ITSM tools (Freshservice) for ticket management and reporting;
• Maintain a customer-focused approach with a commitment to service excellence;
• Apply strong organizational skills and attention to detail in daily operations;
• Show ability to work independently and collaboratively within a team;

• Must be able to lift and move computer equipment;

Please Note:

• This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR)
• No relocation offered for this position
• Must be a US Persons/No sponsorship offered for this position
• Equal Opportunity/Affirmative Action Employer
• Equal opportunity employer; Minorities/Females/Disability/Gender Identity/Sexual Orientation
• Excelitas is seeking leaders and innovators to join our global team! Visit: www.excelitas.com/join-our-team

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