What are the responsibilities and job description for the Desktop Support Technician position at SMC Corporation?
Job Description
PURPOSE
A Desktop Support Technician (DST) role is the initial point of contact for the SMC end user, the face of the IT department. The DST role is primarily involved with IT incident management. They are responsible for monitoring our support desk phone queue and ticketing system. The DST will resolve issues as they are reported and work proactively to minimize downtime. The Desktop Support Technician will also assist with installing, configuring, and maintaining software, hardware, and peripheral equipment as time permits.
Essential Duties
SMC Corporation of America is a part of a global organization that supports our customers in every industrialized country and is the U.S. subsidiary of SMC Corporation based in Japan. Since its establishment, SMC has been a leader in pneumatic technology, providing the various industries with technology and products to support automation based on the guiding principle of “contributing to automation labor savings in industry.” Over the past 50 years, SMC's products have become established as a recognized international brand through sales, technical, supply and after sale services in world markets. Sales have grown to achieve a 30% global market share.
Subsidiaries and joint ventures have been setup in a total of 53 countries. Production facilities are located in 30 countries. In addition, a sales network extends throughout 83 countries, with local services in 500 locations. SMC offers technology accumulated through the years, engineers that bring it to life in new products, production capacity which can deliver a variety of products in a short time, and an extensive sales network in the U.S. and throughout the world.
With its goal of ever more advanced automation, and using its many achievements as a base, SMC is developing high-quality, highly reliable products to contribute to automation in industry, as well as in familiar areas of everyday life.
SMC Corporation of America is a part of a global organization that supports our customers in every industrialized country and is the U.S. subsidiary of SMC Corporation based in Japan. Since its establishment, SMC has been a leader in pneumatic technology, providing the various industries with technology and products to support automation based on the guiding principle of “contributing to automation labor savings in industry.” Over the past 50 years, SMC's products have become established as a recognized international brand through sales, technical, supply and after sale services in world markets. Sales have grown to achieve a 30% global market share. Subsidiaries and joint ventures have been setup in a total of 53 countries. Production facilities are located in 30 countries. In addition, a sales network extends throughout 83 countries, with local services in 500 locations. SMC offers technology accumulated through the years, engineers that bring it to life in new products, production capacity which can deliver a variety of products in a short time, and an extensive sales network in the U.S. and throughout the world. With its goal of ever more advanced automation, and using its many achievements as a base, SMC is developing high-quality, highly reliable products to contribute to automation in industry, as well as in familiar areas of everyday life.
PURPOSE
A Desktop Support Technician (DST) role is the initial point of contact for the SMC end user, the face of the IT department. The DST role is primarily involved with IT incident management. They are responsible for monitoring our support desk phone queue and ticketing system. The DST will resolve issues as they are reported and work proactively to minimize downtime. The Desktop Support Technician will also assist with installing, configuring, and maintaining software, hardware, and peripheral equipment as time permits.
Essential Duties
- Provide customer support and troubleshooting of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices
- Ensures that end-user environments are effectively maintained and supported
- Provides remote support (users exist in multiple geographic locations throughout North America)
- Works with team members to monitor the incoming call queue and the ticketing system
- Document all customer contacts
- Work efficiently to resolve incidents, identify, and escalate the problem and consistently maintain departmental SLAs within acceptable levels
- Assist with the deployment of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices
- All other duties as assigned
- Collaborative team environment in a shared workspace
- General office, computer room, warehouse, and factory areas
- Off-hours work and travel as required
- Sitting for long periods
- Physical demands require the person to regularly stand, walk, and use various warehousing equipment
- Minimum lifting requirements of 25 pounds
- High school diploma or equivalent. Associate degree or greater preferred
- Highly self-motivated and directed with an attention to detail and a strong customer service orientation
- Basic understanding of ITSM Principles or ITIL4 Foundations certification is preferred
- Previous troubleshooting and issue resolution skills is a plus
- A and / or MCSA Certification preferred
- Excellent interpersonal communication skills
SMC Corporation of America is a part of a global organization that supports our customers in every industrialized country and is the U.S. subsidiary of SMC Corporation based in Japan. Since its establishment, SMC has been a leader in pneumatic technology, providing the various industries with technology and products to support automation based on the guiding principle of “contributing to automation labor savings in industry.” Over the past 50 years, SMC's products have become established as a recognized international brand through sales, technical, supply and after sale services in world markets. Sales have grown to achieve a 30% global market share.
Subsidiaries and joint ventures have been setup in a total of 53 countries. Production facilities are located in 30 countries. In addition, a sales network extends throughout 83 countries, with local services in 500 locations. SMC offers technology accumulated through the years, engineers that bring it to life in new products, production capacity which can deliver a variety of products in a short time, and an extensive sales network in the U.S. and throughout the world.
With its goal of ever more advanced automation, and using its many achievements as a base, SMC is developing high-quality, highly reliable products to contribute to automation in industry, as well as in familiar areas of everyday life.
SMC Corporation of America is a part of a global organization that supports our customers in every industrialized country and is the U.S. subsidiary of SMC Corporation based in Japan. Since its establishment, SMC has been a leader in pneumatic technology, providing the various industries with technology and products to support automation based on the guiding principle of “contributing to automation labor savings in industry.” Over the past 50 years, SMC's products have become established as a recognized international brand through sales, technical, supply and after sale services in world markets. Sales have grown to achieve a 30% global market share. Subsidiaries and joint ventures have been setup in a total of 53 countries. Production facilities are located in 30 countries. In addition, a sales network extends throughout 83 countries, with local services in 500 locations. SMC offers technology accumulated through the years, engineers that bring it to life in new products, production capacity which can deliver a variety of products in a short time, and an extensive sales network in the U.S. and throughout the world. With its goal of ever more advanced automation, and using its many achievements as a base, SMC is developing high-quality, highly reliable products to contribute to automation in industry, as well as in familiar areas of everyday life.
