Service Desk Technician

About The Role

The entry-level Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.

What You Will Do:

• Maintain customer tickets within our case management system and update our Customer's case management system.
• Controlling the process of receiving, assigning, and completing internal tickets.
• Ensuring there are correct notes, categories, and statuses for tickets.
• Ensuring ticket resolution checklists are being followed.
• Staying updated on the progress of resolving the tickets within SLA.
• Ensuring Field technicians are following all company standard operating procedures.
• Support other teams within the organization as needed.
• Identify opportunities for improvement.
• Provide ongoing feedback and guidance.
• Own the customer experience and drive initiatives for improvement

What You Bring:

• Follows procedures to communicate, report, and escalate incidents to appropriate Shift leads.
• Learns the client's business and maintains a strong client focus to understand the impact of their work when working on tickets and assigned tasks.
• Fundamental understanding of computer architecture. (CPU, power supply, memory, graphics cards, flash memory, etc.)
• Technically curious, wanting to expand their knowledge and experience within the enterprise computing space.
• Experience working in an IT support environment
• Analytical, problem-solving, and detail-oriented
• Strong oral and written communication skills
• Proactive, positive, deliberate, and focused thinking
• Contributes to a positive and effective team environment by sharing information with others, contributing to regular team meetings, asking questions, and staying apprised of the status of others' work.

Minimum Qualifications

• Computer or Server hardware knowledge with an understanding of component & system-type failures
• Preferred: Associate degree in IT, Computer Science, Electronics, or a related field; relevant technical certifications (A+, Network+, Server+, etc.); or equivalent experience.
• Preferred: 1+ years of experience in hardware testing and break-fix
• 1+ years of experience operating in an IT support environment
• Comfort working with 365 suite of tools

About ZT Systems

At ZT Systems, a Sanmina Company, you’ll get to do work you are proud of alongside smart, passionate people. Every day, there are opportunities to collaborate with the best in the industry to design, build, and deliver impactful solutions to world-class customers. Along the way, you will gain hands-on experience in a fast-paced environment that’s challenging, rewarding, and career-defining.

A culture built around our values we work hard and think fast. We view challenges as opportunities—to do better, push harder, and be faster than we were the day before. When we fail, we learn from it and move on together. And when we succeed, we use the momentum to go even further. We create value with everything we do, building the foundation of today—and transforming the future of tomorrow.

Join ZT Systems and help us build technology infrastructure that connects the world.

What We Offer

At ZT Systems, a Sanmina Company, we believe that investing in our people is key to our continued growth and innovation. When you join our team, you’ll gain access to a comprehensive and inclusive benefits package designed to support your well-being, financial security, and professional development—both now and in the future.