IT Support Level I

Job Title: IT Support Level I

Classification: Salary, Exempt, Full Time

Department: IT

Direct Supervisor: IT Director

Location: New Castle, Delaware

Job Summary

The IT Support Level I bridges the gap between end-users and technical support. The IT Support Level I is primarily responsible for (i) working collaboratively with other IT team members to manage IT infrastructure and network resources to ensure optimal performance and minimize end-user downtime, (ii) educate and train employees on how to use software applications efficiently and effectively, (iii) promote sound cybersecurity practices consistent with corporate policies, and (iv) work collaboratively with other IT team members to cultivate a high-performing team and an enjoyable work environment that meets or exceeds its internal and external customer needs.

Supervisory Responsibilities: None

Essential Responsibilities

• Provide technical support to end-users via the corporate help desk.
• Maintain company/site-wide network infrastructure.
• Work with department managers to gather information requirements and perform a “needs-based” technology assessment with recommenced solutions.
• Monitor system performance, identify potential issues, and implement proactive preventative measures to minimize system downtime and disruptions.
• Set up and/or swap out end-user PCs and workstations.
• Set up and/or swap out and configure MF Business and local printers including configuring software drivers on both servers and workstations.
• Install and configure software applications.
• Maintain an inventory list of all PC equipment and software applications, including license expirations.
• Educate and train end-users on business software applications.
• Develop and maintain comprehensive documentation (e.g., standard operating procedures, knowledge bases/libraries, and self-help resources) for the benefit of our end-user customers.
• Attend continuing educational seminars to improve personal skill set and stay current on the latest industry trends.
• In a supporting role (working with other IT team members):
• Filter and cleanse data to enhance data integrity.
• Cybersecurity initiatives to safeguard corporate systems, data, and intellectual property.
• Help manage server and cloud-based server and software applications.
• Help create and maintain standard operating procedures (SOPs) for software applications and processes.
• Establish, maintain, and cultivate a strong IT internal control environment.
  

Required Skills/Abilities

• Proficient in Microsoft Excel, Outlook, and Word
• Familiarity with and/or experience in (i) Microsoft 365 (e.g., OneDrive, SharePoint, PowerPoint, etc.), and (ii) Windows Workstation Operating Systems.
• Technical skills and experience in (i) cloud computing, (ii) network topology, (iii) infrastructure and switch/router programming and management, and (iv) VPN technology
• Other preferences, but not requirements: (i) Sage-X3 ERP application, (ii) Sage Data & Analytics, (iii) SAP Crystal reports, and (iv) Microsoft SQL server.
• Knowledge of and practical hands-on experience with cybersecurity and application security.
• Outstanding people skills that include:
• Excellent verbal and written communication skills (through multiple media outlets).
• Ability to translate complex technology matters into terms understandable to non-technical people.
• Self-motivated individual with ability to work collaboratively in a team-first environment.
• Excellent organizational skills.
• Possess the necessary business acumen to understand the business and user’s specific needs, and then apply appropriate technology-based solutions.
• Education and training (i.e., user adoption programs and implementation assistance).
• Ability to develop and present effective employee training programs.
• Ability to translate technical jargon/documents into written SOPs that non-technical people can understand, embrace, and adopt.
• Ability to quickly learn software applications.
• Ability to problem solve.
• Ability to identify opportunities for process improvement – and then offer solutions to realize them.
• Support automation and the Company’s three main goals and objectives (i.e., data-driven, efficiency/automation, and sharing the knowledge).
• Familiarity with artificial intelligence (AI) tools and potential applications.
• Must be able to pass a 10 panel controlled substance testing and random testing after that.
• Must be able to pass a background investigation check and maintain in good standing order, as per TSA’s TWIC criteria.
  

Education And Experience

• A bachelor’s degree in computer science or another technology-related field or at least 2 years relevant experience with industry certifications such as Network or Security .
  
  

Travel Requirements

• Occasional travel to the Company’s other two locations in Kearny, NJ and New Haven, CT.
• A valid driver's license and reliable transportation are required for this role.
  
  

Physical Requirements

• Capable of performing tasks that involve standing, sitting, and walking for extended periods.
• Prolonged periods sitting at a desk and working on a computer.
• Comfortable working in confined spaces to install and manage cables.
• Must be able to lift up to 40 pounds.
  
  

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this position description is intended to reflect the position's activities and requirements accurately, management reserves the right to modify, and or remove duties as necessary. This is a Safety Sensitive Position within the organization.

Kuehne is an Equal Opportunity Employer (M/F/Disabled/Veteran)