• Desktop Support Technician

    L3Harris (Londonderry, NH)


    L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

     

    L3Harris Technologies is the Trusted Disruptor in the defense industry. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

     

    Job Title: Desktop Support Technician

     

    Job Code: 30264

     

    Job Location: Londonderry, NH

     

    Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off

    Job Description:

    Customer service-oriented IT Professional to provide and monitor the delivery of IT support services to end users, ensuring timely and efficient resolution of technical issues and services requests. Coordinates, diagnoses and troubleshoots incoming end user requests while ensuring a high level of customer satisfaction. Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services. Provides timely resolution of problems or escalation on behalf of end users to appropriate level of technical support personnel in alignment with established service level agreements (SLAs). Provides status updates to management and end users. Supports and maintains effective relationships with end users. Maintains and updates records in tracking databases within established SLAs. Alerts management to emerging trends in incidents, problems, or issues. Collaborates with third party vendors and service providers to ensure the reliability of IT support, tools and services.

     

    Job Responsibilities: (included but not limited to)

     

    + Provides Service Desk support that meet or exceeds the initiatives identified by L3Harris

    + Supports incoming requests and incidents for approximately 50,000 internal employees to meet Service Level Goals

    + Ability to work in fast paced environments and adapt quickly to changing situations

    + Flexibility and able to work after hours on occasion to support projects/Business objectives

    + Commitment to maintaining the highest standard of customer service is essential with outstanding oral and written communication

    + Strong problem-solving and trouble-shooting skills

    + Follow Standard Operating Procedures

    + Identify and escalate situations requiring urgent attention

    + Respond to requests for technical assistance via ServiceNow ticketing system

    + Diagnose and resolve technical hardware and software issues

    + Log all Service Desk Interactions via ServiceNow System

    + Follow up with customers to ensure issue has been resolved

    + Participates on project initiatives

    + May be responsible for providing guidance, coaching and training to other employees within job area

    + Identifies and recommends enhancements to systems and processes.

    + Qualifications:

    + Bachelor’s Degree and minimum 4 years of prior relevant experience. Graduate Degree and a minimum of 2 years of prior related experience. In lieu of a degree, minimum of 8 years of prior related experience.

    Preferred Additional Skills:

    + Certifications in ITIL V3 Foundations, HDI, A+, Security+ or Network

    + + Working knowledge of an IT Service Management (Service Now)

    + Basic knowledge of Systems Administration

    #LI-NR1

    L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

     

    Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

     

    By submitting your resume for this position, you understand and agree that L3Harris Technologies may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

     

    L3Harris Technologies is an E-Verify Employer. Please click here for the E-Verify Poster in English (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) or Spanish (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) . For information regarding your Right To Work, please click here for English (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) or Spanish (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRightsSp\_10\_20.pdf) .