IT Support Technician

POSITION SUMMARY – Take initial telephone or email inquiries and troubleshooting. Manage simple hardware, software, or network problems. Recognize and escalate more difficult problems to appropriate staff within the IT team. Collaborate and provide support to IT Support Technicians in completing tasks and solving issues. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.   WORK ENVIRONMENT — Must be willing and able to work in an environment exposed to elements that can include but are not limited to coolant, dust, mist, elevated noise, and uncontrolled temperatures.      ESSENTIAL FUNCTIONS Solve issues that arise during your shift and other shifts, including answering phone calls and work orders by helping users with installation, configuration, and ongoing usability of system hardware and software Help users with printing problems using the knowledge to connect and troubleshoot laser printers, copiers, and specialized label printers locally and in a networked environment Run and terminate network cabling Develop and document procedures and knowledge base articles for end users and other techs Perform hands-on fixes at the desktop user level including installing, configuring, and upgrading software applications and computer systems Troubleshoot issues and verify functionality of hardware and software components issues in person, by phone, and remotely Resolve escalated issues from level 1 technicians and provide escalation to Level-3 support when necessary Additional IT related tasks as assigned Ability to stop the production line and/or prevent shipment of products due to nonconformance or potential nonconformance products to our customers Support the environmental policy with proactive process implementation, improvement suggestions, reducing waste, and acting on environment performance results and findings SKILLS & ABILITIES Understanding of user profiles how they affect different users logging in on the same computer Basic working knowledge of working with Windows Desktop Operating Systems Basic knowledge of hardware to support building and repairing desktop computers (install upgraded processors, memory, LAN cards, or hard drive) Basic knowledge of TCP/IP and networking Excellent customer service skills Ability to effectively communicate orally and in writing Strong documentation skills Organizational Skills Customer/Client focused   POSITION QUALIFICATIONS   Education: High School Graduate, GED, or HSDE; Associates degree preferred Experience: Two years related experience preferred; Experience in a manufacturing environment would be an advantage Computer Skills:  Must demonstrate computer literacy; Proficient using Microsoft Office, Windows 10, and networking; Experience with ERP software, label & laser printers, mobile barcode scanners, and/or wireless technologies would be beneficial Certificates & Licenses: CompTIA A and Microsoft 365: Modern Desktop Administrator Associate Other Requirements: Must be able to remote in from home or come on site when problems arise; Must be available to work nights and weekend when the need arises; Must be able to take part in the on-call rotation