Help Desk Technician

Baxter Enterprises, located in Winchester, TN has an opening in the Information Technology department for a Help-Desk Technician.

Summary of the position: responsible for delivering on-site support and technical expertise to ensure the efficient operations of computer systems networks and related IT infrastructure. This role involves trouble shooting hardware and software issues, implementing solutions, and providing excellent customer service including after hours availability and support for a 24/7 manufacturing facility.

Duties and responsibilities include:

• Respond to service requests and provide on-site assistance to end-users.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and upgrade computer systems and software.
• Maintain detailed records of completed work, entering timely notes for service tickets while in the field.
• Identify and resolve technical problems in a timely manner.
• Collaborate with remote support teams to escalate and resolve complex issues.
• Perform routine maintenance tasks, such as system updates and patches.
• Conduct hardware repairs and replacement as needed.
• Assist end-users in understanding and utilizing IT resources effectively.
• Provide training on software applications and basic troubleshooting procedures.
• Maintain accurate records on on-site visits, service requests, and resolutions via ticketing in ConnectWise.
• Document hardware and software configurations for future reference
• Deliver excellent customer service, ensuring a positive experience for end-users.
• Perform regular vehicle inspections and report required maintenance to Supervision.
• Communicate technical information in a clear and understandable manner.
• Collaborate with other team members and departments to achieve organizational goals.
• Create documentation to assist in troubleshooting.
• Participate in team meetings and knowledge-sharing activities.

Qualifications and skills:

• Associate or bachelor's degree in related field preferred
• CompTIA A or Network or equivalent experience or certification required
• Relevant Certifications (E.g., Security . Microsoft Certified Desktop Support Technician) are a plus
• 2 years of experience as a Field Service Technician or similar role
• Familiarity with various operating systems (Windows, macOS, Linux) and software applications
• Knowledge of networking concepts and protocols
• Experience with IT security practices
• Troubleshooting skills for software and Hardware
• Excellent Organizational and time management skills
• Strong attention to detail and priority management
• Effective communication and interpersonal skills - conveying technical language to non-technical users.
• Ability to Work Independently and Collaboratively within a team.
• A customer-oriented approach with a focus on delivering high-quality service.
• Ability to adapt to recent technologies and fast learner.

Physical requirements:

• Must maintain regular and predictable attendance including overtime and after hours support
• Must be able to lift/carry up to 50 pounds
• Must be able to walk, climb stairs, kneel, squat, bend, use both hands, both arms, have good visual acuity to view computer screens, letters, numbers at close range

We offer a competitive wage/benefit package including medical, dental, vision, life, disability, and supplemental insurances, telemedicine, vacation, holidays, 401(k) plan with employer percentage match, gainsharing bonus potential.

Baxter Enterprises is an equal opportunity employer.