Job Description – IT Technical Support EngineerThe IT Technical Support Engineer’s role is to ensure a smooth end-user technology experience using active listening, timely communication, and effective troubleshooting. Excellence in this role is achieved by receiving, prioritizing, documenting, and actively resolving end-user service desk requests independently and with other IT personnel’s assistance as needed.Responsibilities:Provide fundamental to advanced technical support for standard office environment equipment (PC, peripherals, printer, network), line of business applications, Microsoft operating systems, and Office products, and cellular devices for users at manufacturing facility.Organize and contribute high-quality documentation for the IT departmentAssist with various IT infrastructure improvement projects and assume the lead role in others where competency is demonstratedDeploy and maintain the company’s IT assets, including Desktops, Laptops, Printers, Cisco IP Phones, and mobile devicesMaintain Help Desk tickets using Zendesk. Serve as first point of contact for users seeking technical assistance.Troubleshoot and support day to day issues. Ability to prioritize tickets and respond/close in a timely manner.Provide comprehensive, timely, and valuable communication to customers and vendors as required to keep all parties informed of issues, progress, and solutionsFast, accurate, and timely turn around on all customer requestsFollow company-specific guidelines and industry best practices for User Administration and securityMinimal travel to support remote locations as neededAbility to assist and or train other team members or employees when assistance is neededRequired Skills:Excellent knowledge of Windows 10 operating system and Microsoft O365 applications - Outlook, Word, Excel, PowerPoint, TeamsGeneral understanding of basic Windows Server roles (Windows Active Directory, DHCP, etc.)Ability to image, deploy, and maintain Windows 10 PCsDemonstrated proficiency in the diagnostic process of technical issuesAbility to work independently and with direction from other IT personnelExcellent technical writing skills for documentation and effective ticket managementAbility to multi-task and adapt to changing priorities quicklyUnderstanding of support tools, techniques, and how technology is used to provide IT servicesSelf-motivated with the ability to work in a fast-moving environmentEducation & Experience:Associate Diploma in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience preferredExperience with scripting and automation tools.Professional IT Certifications preferred, such as: Microsoft MCP/MCSA, or CompTIA A+/Network+experience working as IT Helpdesk executive in any manufacturing organization.
