What are the responsibilities and job description for the IT Technician position at Northern Stamping Inc?
SUMMARY:
This position will be responsible for supporting day-to-day IT operations, maintaining systems, troubleshooting technical issues and collaborating with team members to enhance technology practices within the organization. Installs, maintains, troubleshoots, repairs, and documents the installations of computer hardware, software, mobile devices, and peripherals. Performs setup activities for PC, laptops, IOS and Android devices, printers, and grants network access. Maintains hardware asset inventory and tracking. Offers training and support for standard software packages. Conduct routine diagnosis on failed equipment, software, and network issues. Works with the IT Manager and 3rd party MSP technical staff to complete the requested services and assist with projects. Will provide a point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. Provides daily support coverage and helpdesk functions as assigned.
ESSENTIAL FUNCTIONS
- Respond to support requests via calls, chat, email & other communication channels, address inquiries related to software, connectivity, printing & technical issues.
- Installs, maintains, troubleshoots, repairs, and documents the installations of computer hardware, software, mobile devices, and peripherals
- Log, prioritize, and manage help desk tickets and their solutions within the ticketing system.
- Install new hardware and software for internal users
- Create, update, audit and modify documentation as required
- Engages and escalates to 3rd party service provider for service restoration
- Assist with new installations and software version upgrades.
- Travel within the Cleveland area is required.
KNOWLEDGE, SKILLS, ABILITIES
- Analytical/problem solving skills.
- Ability to follow direction and attention to detail
- Tier 1/Tier 2 support levels
- Skilled in troubleshooting, repair, and supporting desktops, laptops, tablets, mobile devices, TVs, Industrial Label printers, and barcode scanners
- Knowledge of Active Directory, M365, Entra, and standard networking protocols
- Assist in coordinating and implementing system changes and updates, ensuring minimal disruption to services.
- Foster positive relationships with employees by delivering exceptional customer service
- Clear and concise verbal and written communication to all levels of the organization.
- Maintain a high level of confidentiality, as needed.
- Effectively organize and prioritize work.
- Works independently and as a team member in a high performance 24/7 availability environment
- Effectively collaborates with peers, cross-functional teams, team leaders and engineering to achieve end-to-end product and process quality.
REQUIREMENTS (Experience and Education)
- At least 3-5 years of experience in providing IT support or a related field (e.g., help desk, service desk, technical support, managed service provider).
- Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science); an additional two years’ experience as described above will offset the need for a degree.
- Microsoft certifications and networking certifications (e.g., CompTIA A , Network , CCNA) are preferred.
- Excellent problem-solving skills with attention to detail.
- Experience in a manufacturing environment preferred
Customer service experience and handling competing priorities preferred
