Location
Duluth, MN | United States
Job description
Job Type
Full-time
Description
POSITION: IT Support Technician
REPORTS TO: IT Support Manager
FLSA STATUS: Non-Exempt Salaried
General Description: The IT Support Technician is responsible for supporting manufacturing and office environment computing systems and users. Tasks will include receiving, prioritizing, documenting and actively resolving end user support requests with a strong focus on delivering outstanding customer service. Troubleshoot, resolve and/or escalate incidents and requests as necessary. Assists in the acquisition, deployment and tracking of IT assets.
Key Responsibilities: - Provide daily operational support for hardware, software, network and various other technology components in a foundry and office environment
- Deliver outstanding customer service
- Follow policies and standard operating procedures
- Manage hardware and software configurations and maintain systems documentation
- Troubleshoot and coordinate resolving user issues, software and equipment errors identified by system generated alarms or systems users
- Coordinate equipment deliveries and installations, software license compliance, inventory and asset control
- Log and track support calls in the designated ticketing system, prioritize and escalate tickets as required to ensure customer satisfaction
- Communicate in a clear, professional and courteous manner in person, during telephone calls and in written correspondence
- Assist with creation of a knowledgebase for frequently asked questions and technical tips
- Provide extended and off-hours support as required in problem or crisis situations; may participate in an after-hours on-call rotation
- Manage concurrent planned tasks around daily priorities
- Maintain the confidentiality and security of privileged company information
Requirements
Education Required: - Minimum of a two-year college degree in Information Technology or related field, or equivalent experience
Skills Required: - MCDST, A+, or equivalent experience
- Demonstrated competency with supporting client and server devices in a Microsoft Windows domain
- Technical proficiency with Windows 7 and Microsoft Office
- Demonstrated customer service experience
- A solid understanding of computer systems troubleshooting procedures
- Ability to comprehend and retain technical information
- Good written and verbal communications skills
- Strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization
- Good organizational skills; ability to juggle multiple concurrent requests
- Ability to lift and haul equipment up to 50 lbs and crawl under workstations to install and maintain equipment
- Demonstrated experience in successfully utilizing a help desk ticketing system
- Ability to travel independently between remote facilities
Skills Desired: - Experience working in a manufacturing and/or foundry environment
- Experience supporting Office 365 and Office 2013/2016
- Technical proficiency with Windows 10
- Experience supporting LifeSize video, ShoreTel VOIP and digital signage systems
- Experience supporting iPhone, iPad, tablet and other mobile users
- Experience supporting PLC or SCADA systems including data analytics and remote monitoring
Personal Attributes: - Strong customer service orientation
- Technically savvy & inquisitive
- Strong sense of Team
- Action-oriented
- Self-starter
- Quick study
- Thorough
- Proactive
Job Location: - TBD
- Approximately 5% travel required
Job tags
Salary
