D&IT Coordinator, Service Desk

Requisition Number: 79382

**The company built on breakthroughs.  **

**Join us. **

Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.

How do we do this? With our people. They break through limitations and expectations – not once in a career, but every day. They help move our company, and the world, forward.

At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.

Come break through with us.

Corning’s businesses are ever-evolving to best serve our customers, industries, and consumers. Today, we accelerate and transform life sciences, mobile consumer electronics, optical communications, display, automotive, and solar markets. We are changing the world with:

• Trusted products that accelerate drug discovery, development, and delivery to save lives

• Damage-resistant cover glass to enhance the devices that keep us connected

• Optical fiber, wireless technologies, and connectivity solutions to carry information and ideas at the speed of light

• Precision glass for advanced displays to deliver richer experiences

• Auto glass and ceramics to drive cleaner, safer, and smarter transportation

• Solar polysilicon, wafers, and innovative photovoltaic modules, enabling low-cost solar energy solutions

Role Purpose

This role provides technical assistance and support for requests and issues related to computer systems, software, hardware, IT services, and mobile devices. Support is delivered through various contact channels including phone, chat, walk-up, and web-based ticket submissions. The role is responsible for triaging, troubleshooting, resolving, escalating, and appropriately referring end-user inquiries and technical issues. The individual will take ownership of the customer experience, providing timely and effective support while ensuring customer expectations are met or exceeded.

Key Responsibilities

• Follows all Corning policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.

• Utilizes Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of incidents and requests.

• Recommend improvements to KB articles to improve accuracy, clarity and execution

• Provide prompt, clear and ongoing communication with leaders and end users to manage expectations.

• Interact with vendor technical support to ensure effective resolution of 3rd party services.

• Post service messages & relay updates to internal business groups.

• Actively maintain Assignment Group tickets and assigned tickets according to processes and within established SLAs using Service tracking ticketing system. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams.

• Assist with queue management, when assigned, to route tickets and manage workload across the team.

• Participation as a team member in specialist roles such as Bar3000, mobile, software, etc. as needed.

• Provide feedback to drive continuous service improvement and prevent reoccurring issues within our environment

• Other duties as assigned.

Education Requirements

• Associate degree preferred, or equivalent experience.

Work Experience

• 2-5 years of experience in a Help Desk, Service Desk, or Technical Support environment.

Required Skills

• Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment

• Customer service experience, preferably in a call center environment

• Strong work ethic with an attention to detail and a positive attitude

• Self-starter, able to work in team environment and motivate others

• Strong technical abilities, including knowledge and skill with computers and mobile devices

• Strong organization, and planning skills, with ability to handle changing priorities

• Interpersonal skills, empathy and patience, able to communicate clearly and influence

• Must be able to read, understand and apply written instructions in English

Desired Technical Skills

• Experience troubleshooting Microsoft Windows operating systems and desktop issues

• Experience supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint

• Experience troubleshooting Outlook email and calendar issues

• Experience supporting macOS devices

• Experience with Active Directory account administration and management

• Experience supporting iPhone and Android mobile devices

• Experience with VPN and remote access solutions

• Experience supporting Citrix and virtual desktop environments

• Experience with endpoint security tools

• Experience using remote support tools

• Experience supporting Chrome, Edge, and other web browsers

• Familiarity with Microsoft Azure (IaaS)

• Experience installing, configuring, and troubleshooting enterprise software

• Experience supporting Webex or similar collaboration tools

• Experience using ServiceNow or similar ticketing systems

• Knowledge of ITIL and ITSM best practices

• Strong documentation and knowledge management skills

• Experience with Cisco Finesse or similar contact center applications

This position does not support immigration sponsorship.

The range for this position is $48,691.00 - $66,951.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

**A job that shapes a life. **

**Corning offers you the total package. **

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.

• Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.

• As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning’s total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service.

• Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.

• Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodation related to disability or religion, please contact us at [email protected] .