Sr. Service Desk Tech.
Neptune Technology Group
Tallassee, Alabama
Job Description
Job Summary: The primary purpose of this job is to provide 1st tier helpdesk support to
non-manufacturing users as well as other employees. The technician will be responsible for help desk
phone and email routing, and ticket escalation, and will support Help Desk (KACE) ticketing system.
Includes troubleshooting and repairing hardware and software issues as well as doing research on
issues as needed.
Essential Responsibilities:
Provide initial employee support for technical inquiries received via phone, email, and messaging
applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software
and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets
and/or cases. For more complex issues, transfer internal customers to second-level Help Desk
Technicians. Mid-level support role. Completes routine tasks under moderate supervision.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
non-manufacturing users as well as other employees. The technician will be responsible for help desk
phone and email routing, and ticket escalation, and will support Help Desk (KACE) ticketing system.
Includes troubleshooting and repairing hardware and software issues as well as doing research on
issues as needed.
Essential Responsibilities:
Provide initial employee support for technical inquiries received via phone, email, and messaging
applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software
and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets
and/or cases. For more complex issues, transfer internal customers to second-level Help Desk
Technicians. Mid-level support role. Completes routine tasks under moderate supervision.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
