What are the responsibilities and job description for the IT Support Desk Technician position at Hammond Power Solutions?
The IT Support Specialist provides technical and helpdesk support to internal and remote users, aligning with IT department goals. They manage user issues and maintain IT hardware, including desktops, laptops, printers, and networking equipment. Support is delivered via phone, email, Microsoft Teams, and in person, with a focus on diagnosing and resolving system issues. They assist in IT projects, collaborate with vendors for equipment procurement, and support network infrastructure. System and application administration are part of their duties, contributing to a reliable and efficient IT environment.
Key Responsibilities
Help Desk
We are a Great Place to Work Certified! Our people work hard for us, so we make sure our benefits work hard for them. Our equitable pay, benefits, and practices prioritize security, health, and well-being while sharing in our business success through competitive pay and excellent benefits.
Our core benefits focus on wellness, mental health, and financial security when employees need them the most, early in their careers or getting ready for retirement. We also support work-life balance through flexible work schedules, paid time off, and leaves of absence. Employees and their families also have access to our confidential, best-in-class Employee and Family Assistance Program (EFAP).
We are committed to sustainable business practices and offer opportunities for our employees to support the communities where we live and work through our Hammond Giving Strategy.
Key Responsibilities
Help Desk
- Provide frontline technical support (hands-on, telephone, e-mail, Teams, helpdesk) and IT assistance to users.
- Strong knowledge of desktop operation, excellent troubleshooting abilities, and strong oral and written communication skills to assist with diagnoses and repairs.
- Collaborate with other members of the IT team and vendors to diagnose and resolve technical issues, as well as support system upgrades and installations.
- Maintain accurate logs and documentation of all support activities, including service requests and resolutions.
- Ensure that the company's hardware and software are up to date with the latest patches and updates.
- Provide user training and support to ensure effective use of technology.
- Responsible for purchases, setup, configuration, software/hardware installation & peripherals, including PCs, laptops, mobile phones, printers, scanners, etc.
- Responsible for maintaining appropriate hardware/software inventory and for the procurement of computer equipment, supplies, and software licenses.
- Provide troubleshooting support for network equipment, including switches, routers, firewalls, and security systems.
- Monitors performance and availability of hardware, systems, applications, and links to ensure system and application service level availability objectives are met or exceeded.
- Assist with Network Infrastructure Design & installation, System Security, User Accounts and Server Maintenance.
- Cross-train to assist corporate IT System Administrators
- Contributes to overall business results by making recommendations that significantly improve operational efficiency and effectiveness
- Assigned to help develop solutions for various strategic projects and work with IT Project Managers to explore various options and assist with deployment
- Requires strong research and problem-solving skills, ability to work with external vendors and service providers and capability to explore a wide variety of options and understand potential impacts
- Bachelor/Technical in a related field
- Min. 3 years experience in PC Hardware and Software setup, installation, configuration, troubleshooting, and maintenance user account setup and support
- Work experience in a manufacturing environment is beneficial to this role
- Must demonstrate solid project management ability, self-motivation, and excellent interpersonal skills
- Must contribute effectively in a team environment and embrace new challenges
- Creating and maintaining accurate system and process documentation is a requirement.
- Cross-border travel may be required
- Operating Systems: Windows 10/11, Windows Server 2019/2016/2008 R2
- Software: MS Office 365/2021/2016 (incl. Visio & Project), Edge, Cisco Endpoint Security, etc.
- Networking: TCP/IP, Active Directory, SSH/Telnet, FTP
- Other useful software skills: ServiceDesk Plus, MS SharePoint, ERP (MS Dynamics 365), Workspace ONE, VMWare, Cisco routers and switches
- Hardware: PCs, Laptops, Thin Terminals, iPhones, Printers, Scanners, etc.
We are a Great Place to Work Certified! Our people work hard for us, so we make sure our benefits work hard for them. Our equitable pay, benefits, and practices prioritize security, health, and well-being while sharing in our business success through competitive pay and excellent benefits.
Our core benefits focus on wellness, mental health, and financial security when employees need them the most, early in their careers or getting ready for retirement. We also support work-life balance through flexible work schedules, paid time off, and leaves of absence. Employees and their families also have access to our confidential, best-in-class Employee and Family Assistance Program (EFAP).
We are committed to sustainable business practices and offer opportunities for our employees to support the communities where we live and work through our Hammond Giving Strategy.
