Engineering Innovation, Inc. (EII) based in Lafayette, Indiana is a premier provider of parcel processing and mail sorting equipment. EII is a small, dynamic company looking for highly motivated, service-oriented individuals to join its growing team. Through innovation and hard work, we have established ourselves as a leader in the development of automated equipment for pre-sort mailing applications inside the likes of commercial mail houses and parcel-handling businesses. We use current technology to help businesses run better.

The Engineering Innovation IT Team is looking for a new teammate to be an IT Technician, a competent IT problem-solver to provide fast and useful technical assistance on our computer systems and other resources. An excellent IT Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution - always having a customer-oriented perspective to drive resolution. The goal is to create a fast, friendly value for our end-users to help maintain the company’s efficiency and security. This person reports to the Director of Information Technology.

Duties and Responsibilities:

• Serve as the first point of contact for employees seeking assistance in person, email, chat, or phone.
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Manage hardware support (computers, cabling, monitors, peripherals, etc) for users
• Determine the best solution based on the issue and details provided by users
• Walk team members through the problem-solving process
• Direct unresolved issues to the next tier of the IT team
• Provide accurate information on IT products and services
• Record events, problems, and their resolution in tickets
• Follow-up and update statuses and information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Perform machine deployments and secure wiping of data
• Strong collaboration with the IT team
• Prepared to assist in larger projects that may fall outside the normal scope of work

Desired Skills & Experience:

• Proven experience as a helpdesk technician or other customer support role
• Tech-savvy with working knowledge of office products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered

Preferred Competencies:

• CompTIA A or equivalent certification
• Strong understanding of desktop operating systems (emphasis on Windows 10/11)
• Strong understanding of server operating systems (emphasis on Windows Server 2019 )
• Strong understanding of Outlook/Office
• Familiar with Collaboration software and hardware such as headsets, webcams, Zoom, Teams, and RingCentral
• Familiar with network printers and troubleshooting
• Eager to learn new technologies and workflows