Service Desk IT Technician

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market\-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end\-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors. ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting\-edge photonic innovation. At Excelitas Technologies you are how we EXCEL. We are presently seeking a **Service Desk IT Technician,** who will work out of our corporate headquarters in Pittsburgh, PA. and is committed to ensuring overall business success and corporate governance. In addition to a vast portfolio of high\-performance photonic products and technologies, Excelitas offers single source convenience and reliability for integrated end\-to\-end photonic solutions… from light source to sensor, and everything in between. We excel at delivering innovative and customized components, sub\-assemblies and fully integrated photonic systems to meet the unique illumination, optronic, sensing and optical technology needs of global OEM custom Main responsibilities: * Manage incoming incidents and service requests to ensure timely resolution in accordance with SLA commitments; * Troubleshoot hardware, software, and access issues to restore service functionality for end users; * Escalate complex or unresolved issues to appropriate support teams while maintaining ownership of tickets; * Document incidents, solutions, and procedures within the ITSM system to support knowledge management; * Monitor ticket queues and prioritize workload to meet operational targets and service quality standards; * Communicate effectively with users to provide updates, set expectations, and ensure high customer satisfaction; * Collaborate with internal teams to support service improvements and resolve recurring issues; * Follow ITSM p