It Help Desk Technician

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

Our Applied Technology organization puts some of Motorola Solutions' brightest minds on unique, highly challenging projects. Based on decades of experience with our customers, we apply leading-edge technologies to support security and safety throughout the world. We engineer our products from start to finish and manufacture them in-house. We're known for low volume and high capability with focused specialization in areas including software-defined radios, advanced antenna solutions, artificial intelligence and machine learning, cybersecurity, signals intelligence and more. We can't tell you much more about what we do, but we can tell you it's amazing.

The IT support technician provides face to face support via walk-up and/or helpdesk service for IT related incidents and requests from employees and contractors along with remote support for off site users. This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support. Primary responsibility will be supporting our employee base with their technology needs including desktop/application support issues, IP phones, and other day to day IT related tasks . Experience supporting Windows 10 is required and Linux is a plus. This person should be a good communicator who enjoys working with people from all levels of the company.

Scope of Responsibilities / Expectations

• Assist with IT onboarding of resources including new pc’s, loaner pc’s, IT Training, etc.
• Create and maintain in-house documentation; these include but are not limited to checklists, IT Asset Management, general policies and procedures.
• Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.
• Expand knowledge and learn new systems and procedures.
• Coordinate between other IT resources (internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users computers.
• Create, maintain, and update IT equipment in our asset tracking software.
• Perform inventory management tasks
• Complete IT responsible tasks associated with offboarding of retired resources assets.
• Salvaging equipment based on regulatory requirements
• Participate in continual improvement of processes through the development and implementation of supporting documentation and procedures.
• Manage and assist in conference room AV systems, backup tape rotations, and printer maintenance.
• Track all customer communication and users requests / problems in the Help Desk system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update associated knowledgebase with standard resolutions as required.
• Individual must present a positive customer service experience for fellow employees
• Prioritize critical issues and escalate issue(s) following defined processes.
• Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include but are not limited to Microsoft, Linux, Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.
• Manage and maintain Performance Monitoring system (PRTG) and respond to issues in a timely manner

• End User Services:

  • Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include but are not limited to Microsoft, Linux, Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.

  • Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.

  • Create, maintain, and update IT equipment in our asset tracking software.

  • Assist with IT onboarding of resources including new pc’s, loaner pc’s, IT Training, etc.

  • Complete IT responsible tasks associated with offboarding of retired resources assets.

  • Track all customer communication and users requests / problems in the Help Desk system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update associated knowledgebase with standard resolutions as required.

  • Coordinate between other IT resources (internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users computers.

  • Individual must present a positive customer service experience for fellow employees

Desired Background/Knowledge/Skills

• Able to read and understand technical manuals, procedural documentation and OEM guides.
• Excellent knowledge of PC internal components.
• Ability to interface with customers and internal teams effectively
• Certifications are a plus
• Ability to communicate effectively with others, both orally and in writing.
• Ability to organize, prioritize, multi-task, and meet deadlines with a can-do attitude
• Helpdesk experience
• Hands-on hardware troubleshooting experience.
• Strong analytical and problem-solving skills
• Technical knowledge of current protocols, operating systems, and standards.
• Excellent knowledge of PC and desktop hardware.
• Ability to lift equipment weighing up to 50 pounds
• Ability to operate tools, components, and peripheral accessories.

Basic Requirements

• Must be a U.S. Citizen with the ability to obtain necessary security clearances as required by government contracts.
• Prior IT/Computer experience

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Generous Paid Time Off Packages
• Medical, Dental, Vision benefits
• And more!
• Paid Parental & Family Leave
• 9 Paid Holidays
• Incentive Bonus Plans
• 401K with Company Match
• Employee Stock Purchase Plan

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.