Summary:
This entry-level role is responsible for providing technical assistance to employees, troubleshooting hardware and software issues, and helping maintain a reliable IT environment. The ideal candidate is customer-focused, eager to learn, and interested in growing their career in IT.
Essential Duties and Responsibilities:
Core duties and responsibilities include the following. Other duties may be assigned.
• Provide first-level technical support for end users via phone, email, and in person
• Diagnose and resolve IT systems and hardware issues directly ensuring that all issues are resolved in the most effective manner
• Set up, configure, and deploy desktops, laptops, printers, and mobile devicesManage IT requests through theticketingplatform(ServiceNow)
• Manage user accounts, permissions, and access (e.g., Active Directory, Microsoft 365)
• Manage andmaintainCompany IT assets; including but not limited to servers, racks, switches, routers, desktop/laptops, printers/photocopiers, video conferencing/projectorsand wireless network
• Assistwith maintenance ofCompany hardware and software inventory/register
• Reviews software application licensing and ensures that all licensing agreements are followed
• Install, update, andmaintainsoftware applications
• Escalate complex technical issues to senior IT staff when needed
• Support basic network troubleshooting (connectivity, VPN access, Wi-Fi issues)
• Maintain security best practices (password policies, patching, endpoint protection)
• Support Company IT production hardware/software
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATIONS:
• Basic understanding of Windows and/or macOS operating systems
• Familiarity with Microsoft Office/Microsoft 365
• Strong problem-solving and troubleshooting skills tointeract well with colleagues at varying levels within organization
• Good communicationand customer service abilities
• Ability to prioritize tasks and manage time effectively
• Work well under pressure and be able to multi task
• Conduct themselves in a professional manner at all times
• Good working knowledge of technical terms as they relate to PCs, Servers, switches, routers, modems, cabling,and a Networking Infrastructure
EDUCATION AND/OR EXPERIENCE:
• Associate’s degree in Information Technology , Computer Science, or related field (or equivalent experience)
• Strong Customer Service skills
• Experience working with a wide range of Microsoft products
• Individualmustpossessa strong knowledge of basic and technical terms as they relate to PC’s, servers, networking and LAN/WAN environments and the ability to apply these skills successfully
LANGUAGE SKILLS:
• Strong written and oral skills
• Ability to read, write, and interpret documentation related to safety, maintenance, operation, and procedural manuals related to their job duties
• Necessary skills towriteroutine reports and correspondence
• Communicate clearly and concisely with both technical and non-technical individuals
MATHEMATICAL SKILLS:
• Possess basic math skills and be able to perform basic network calculations such as subnet divisions, networkingbandwidthand networkutilization
REASONING ABILITY:
• Ability to apply common sense reasoning to carry out instructionsfurnishedinwriting, orally, or diagramed form
• May berequiredto make decisionsregardingnetwork operations and security concerns with little or no guidance from superiors
• Possess the ability to make decisions based onCARELStandards and Policies
PHYSICAL DEMANDS:
• The physical demands described here are representative of those an individual mustpossessto successfully perform the duties of this job. Reasonableaccommodationswill bemadefor individuals with disabilities to enable them to perform the essential functions for this position
• Individual’s daily routine will consist mostly of office work with occasional exposure to the manufacturing environment, which may have some abnormal variations in temperature,noise, and atmospheric conditions
• Individualmustpossessthe ability to perform light physical activity, which includes standing, walking, sitting, manual dexterity, repetitive hand, and finger motion
• Individualmust be capable ofcarryequipment weighing up to 25 pounds
• Individual must have normal color vision and must be abletoidentifywiring color codes