Service Desk Technician I

GTI is a contract manufacturing partner supporting customers in renewable energy, power generation, infrastructure, and industrial systems.

We fabricate custom designed, purpose-built enclosures and skids for our customers and perform mechanical and electrical integration in-house, delivering a true turn-key product to our customers. Our scope spans Engineering, prototype builds, through full production, requiring teams that can move fast, adapt, and execute with precision.

GTI Values: Safety I Quality I Customer Obsession I Speed I Agility

Position Overview The Service Desk Technician I serves as the first point of contact for GTI employees requiring technical assistance, ensuring timely resolution of technology issues while delivering exceptional customer service. Reporting to the Service Desk Manager, this role supports employees across GTI's manufacturing facilities and corporate offices by providing desktop support, account administration, device lifecycle management, Microsoft 365 support, and general IT operational assistance.

The Service Desk Technician I plays a key role in ensuring employees have the technology, access, and support needed to perform their jobs efficiently while following established IT standards and service delivery processes.

Key Responsibilities Service Desk Operations

• Serve as the first point of contact for IT support requests. • Diagnose and resolve Tier I and Tier II technical issues. • Escalate complex issues to Systems Administrators, Engineers, or other IT teams when appropriate. • Maintain accurate ticket documentation within the IT Service Management (ITSM) platform. • Meet established Service Level Agreements (SLAs).

End-User Support

• Support Windows workstations, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, printers, VPN, MFA, and standard business applications. • Install, configure, and troubleshoot hardware and software. • Provide remote and onsite support as required.

Identity & Access Management

• Create and disable user accounts. • Reset passwords, unlock accounts, assign Microsoft 365 licenses, and manage group memberships. • Support onboarding and offboarding activities.

Device Lifecycle Management

• Prepare, image, deploy, recover, and inventory laptops, desktops, mobile devices, and peripherals. • Maintain asset tags and inventory records. • Coordinate warranty repairs and hardware replacements.