Information Technology (IT) Support (Help Desk Technician)

Job Summary:

 An entry level member for IT support, to troubleshoot or solve customer needs as a Help Desk Technician. This role assists with user needs and escalates response at the discretion of the IT Manager. Provide end users support in resolving computer, printer, phone, or other IT related issues or priorities.

Responsibilities and Duties:

• Customer Service:
• - Provide support for IT issues in a manufacturing environment.
• - Assist to reduce impact on production schedules, quality control, and delivery commitments.
• - Prioritize issues based on their impact as they relate to corporate, engineering, or production related operations.
• - Respond based on the severity and impact on the organization.
• Communication:
• - Ability to explain solutions in plain language.
• - Ensuring users at all levels of technical proficiency understand the problem and its resolution.
• - Provide regular updates on ticket status and follow up to confirm satisfaction. Communicate expectations in relation to time so leaders can plan.
• Proactive Problem Solving:
• - Support the company by identifying problems and solve concerns before they become issues within the company.
• - Identify recurring issues and potential system vulnerabilities that impact the organization.
• - Seek employee feedback to determine root cause issues and improve infrastructure and services to ensure stability of equipment, systems, technical skill, and network(s).
• - Assist with other duties as directed by leadership.

Qualifications:

• - Associate or bachelor’s degree is a plus in Information Technology, or a related field
• - Certifications like CompTIA A+, Google IT Professional, Comp TIA Fundamentals, and ITIL 4 Foundations are a plus
• - Be coachable with a positive attitude
• - 1 year of experience with basic security posture for passwords, policies, and applying general industry standards
• - Ticketing and prioritization experience (working on the most important problem)
• - Ability to identify computer, peripheral, software, or cloud issues as needed.
• - Experience diagnosing bugs, executing upgrades, patches, or long-term solutions
• - Experience in mobile device management
• - Experience identifying security threats, malware, phishing, and vulnerabilities
• - Proactive professional and interpersonal communication skills (customer service)
• - Ability to manage competing priorities, tasks, projects simultaneously
• - Experience in a manufacturing environment is helpful

Working Conditions:

• - Work is primarily performed in a manufacturing or administrative environment
• - Exposure to weather, noise, dust, fumes etc. associated with production operations
• - Requirement(s) for personal protective equipment (PPE) as required
• - Working normal business hours, however some flexibility is needed to accomplish duties required to ensure company strategy is executed
• - Requires a dependable IT employee that can step into this role with basic EQ (emotional quotient) and AQ (adversity quotient) methodologies (be aware and resilient)