What are the responsibilities and job description for the Senior Tier One IT Support Technician position at Indiana Automotive Fasteners, Inc.?

Job Description

In a fast-paced factory environment, the IT Tier 1 Support Technician plays a vital role in maintaining, optimizing, and securing our information technology infrastructure. This multifaceted role requires expertise in Microsoft environments, IBM iSeries, VMware, network management with HP switches and Cisco Firewall, and responsive desktop support. Additionally, you will work collaboratively with developers to ensure the seamless operation of IT systems supporting factory operations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

ESSENTIAL DUTIES AND RESPONSIBILITIES - include the following.

End-User Support & Troubleshooting :

Provide first-line technical support for users, addressing issues related to Microsoft environments (Windows OS, Office, etc.).

Diagnose and resolve hardware and software problems on desktops, laptops, and peripherals.

Assist users with configuring and troubleshooting applications, email, and network connectivity issues.

Network Management :

Monitor network infrastructure for basic connectivity issues and troubleshoot as needed (e.g., switches, routers, Wi-Fi).

Assist in configuring and maintaining network devices to ensure uninterrupted factory operations.

Escalate complex network problems to next level or Tier II IT team(s) when necessary.

Desktop Support :

Set up, configure, and maintain desktop computers, laptops, and other end-user devices.

Ensure that operating systems and software are properly installed, updated, and functioning.

Provide support for peripherals such as printers, scanners, and mobile devices.

Collaboration with IT Sections :

Work closely with other IT sections (Systems, Data Engineering, AS400, Development) to escalate unresolved issues and ensure comprehensive troubleshooting.

Participate in cross-functional IT meetings to communicate support trends and collaborate on broader IT initiatives.

Documentation Maintenance & Improvement :

Maintain up-to-date documentation of support procedures, common troubleshooting steps, and IT configurations.

Ensure that all resolutions are thoroughly documented and added to the knowledge base.

Regularly review and update existing documentation to reflect changes in procedures or systems.

Process Efficiency & Optimization :

Identify recurring issues and work with the IT team to find ways to improve processes and enhance efficiency.

Proactively suggest automation or improvements to reduce downtime and improve user satisfaction.

Collaborate with other IT sections to streamline workflows and reduce duplication of effort in the support process.

Customer Service & Communication :

Provide excellent customer service, ensuring timely resolution of issues (while maintaining adequate levels of communication to keep users informed throughout the troubleshooting process.

Communicate effectively with non-technical users, explaining solutions and providing guidance in a clear, understandable manner.

Other duties may be assigned.

EDUCATION and / or EXPERIENCE

Bachelor’s degree (BS) in Computer Science, Information Technology, or a related field required. 5-7 years of experience in IT support, particularly in a Microsoft environment required.

CompTIA A , Microsoft Certified Professional (MCP), or similar certifications are preferred.

Proficiency with Microsoft Windows OS, Office 365, and other desktop applications.

Basic understanding of network concepts such as TCP / IP, DHCP, and DNS.

Experience with troubleshooting hardware, software, and network issues in a factory or fast-paced environment.

LANGUAGE SKILLS

Strong communication and interpersonal skills, especially in a factory environment with diverse stakeholders required. Team -oriented and able to collaborate effectively across multiple IT departments. Fluent in English.

MATHEMATICAL SKILLS

Ability to apply advanced mathematical and statistical concepts and formulas in all units of measure is required.

REASONING ABILITY

Excellent problem-solving skills, adaptability and ability to work effectively under pressure. Ability to solve problems and deal with a variety of variables in situations where only limited information exists. Ability to interpret a technical specification furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to :

Talk or hear.

Stand, walk, bend, lift, twist and use hands

Occasionally required to stoop, kneel, crouch, crawl or smell.

Must occasionally lift and / or move up to 50 pounds.

CODE OF CONDUCT

Indiana Automotive Fasteners is a team environment. We operate with mission-driven integrity. Our mission of “Ensuring your family’s SAFETY through our team’s QUALITY” is at the heart of all our decisions and actions. We exemplify ethical practices, professionalism, and personal integrity, creating respectful and trusting collaborative work environments where sound advice is valued. We contribute to the IAF team by living the core values of T.E.A.M.W.O.R.K.

We are Trustworthy. We do the right things right every time. We do our jobs with honest effort every time, every day. We follow all Safety, Quality, and Work Policies.

We are Engaged. We are eager and enthusiastic to help our team succeed. We persistently pursue excellence every day. We work together to continuously improve.

We are Accountable. We are responsible for every product and process we touch. Our choices and actions matter because our work matters. We produce Excellent Quality fasteners. Our work is a critical component to critical features on vehicles. It is our responsibility to follow our Quality-controlled procedures to ensure the Safety of our products.

We are Motivated. Our work drives us. We can achieve, and we will achieve. We care about what we do.

We are Welcoming. We encourage everyone’s best. We greet everyone with a friendly smile. We care about each other.

We are Open-minded. We ask. We listen. We consider. We are curious about new possibilities. We are not content with the status quo, and we believe that our diverse backgrounds are what makes us stronger, so we listen to learn from each other.

We are Respectful. We listen to understand. We help each other. We believe every team member matters and deserves respect.

We are Knowledge-seeking . We Genchi Genbutsu : Go, Look, See. We keep learning, we keep growing. We strive to understand, so we investigate problems to learn from our mistakes. We train and develop our team so that we continue to grow and improve.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is frequently exposed to :

Fast-paced factory environment, requiring quick response times and frequent user interaction.

Physical activity may be required, including lifting and moving IT equipment.

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