What are the responsibilities and job description for the Tier II Help Desk Technician position at THE CARLSTAR GROUP LLC?
Job Details
Description
The Carlstar Division of Titan International seeks a Tier II Help Desk Technician in the Franklin, TN corporate office. This role will respond to onsite and remote help desk inquiries, including providing technical support, responding to IT HelpDesk tickets, overseeing advanced system maintenance, and assisting end users in IT-related issues. This role serves as the onsite representative of the corporate office team's IT department and regularly supports field staff. The successful candidate in this role will be able to address problems critically while aligning solutions with a positive company culture to ensure the facility's long-term success.
Essential Responsibilities
- Provides Tier II direct support to corporate office and field staff on technology, including computers, servers, printers, scanners, and LAN/WAN network components. This includes troubleshooting and resolving general IT issues regarding hardware and software.
- Works collaboratively with peers and leadership to quickly respond to issues, including diagnosing and resolving problems for end users and reacting immediately to helpdesk tickets assigned within the area of expertise.
- Ensure compliance with IT policies and procedures, including documenting Helpdesk requests timely and accurate.
- Supports and provides ideas and insights for continuous improvement within the IT department, including providing cross-functional assistance to other areas of the IT team when necessary.
Qualifications
Required Knowledge and Experience:
- Associate’s Degree in Information Technology or related field strongly preferred
- 5 years of experience in Information Technology, preferably in a manufacturing or corporate environment required.
- Demonstrated experience with help desk support, including root cause diagnosing and troubleshooting end-user issues and providing exceptional customer service required.
- Demonstrated advanced knowledge of Active Directory, Microsoft Office Suite, Server OS, Hyper V, and Windows OS required.
- Demonstrated experience with ERP software such as JD Edwards Enterprise One, strongly preferred
- Demonstrated experience with firewall management and switches preferred
- Excellent organizational, problem-solving, and written and oral communication skills are required.
- Ability to lift 20 pounds regularly required.
- Ability to work outside standard working hours for emergency issues and scheduled maintenance projects as needed.
