Tosoh America is a dynamic holding company with a growing corporate culture that provides centralized services for Tosoh Group companies in North America and beyond. In addition to integrating the corporate activities of its subsidiaries, this regional headquarters is working to expand Tosoh's business lines and operational capabilities within North America. For more information, please visit us at https://www.tosohamerica.com/

Summary

The IT Help Desk Level 1 position provides customer service and technical support via email, phone, chat, and in-person to end-users experiencing a wide range of issues with both hardware and software. The role requires excellent communication skills, the ability to research, troubleshoot, and resolve common technical issues, and the ability to escalate complex issues to higher-level support personnel.

Major Duties and Responsibilities

• Document all incoming support requests from users and attempt to provide resolution to basic user issues such as password changes, printing, Laptop and PC errors, system configuration, and general how-to questions.
• Responsible for the lifecycle management of all PCs and peripheral hardware for the enterprise. This will include imaging PCs, asset tagging and tracking in an inventory management system, deploying equipment to the end user, desk setups and moves, and proper equipment disposal.
• Regular participation in a 24x7 on-call phone support rotation and occasional work during non-standard work hours is mandatory.

Education

• High School diploma or GED required; associates degree preferred, or equivalent experience.
• IT-related certifications such as CompTIA A or Network are desirable.

Skills and Qualifications

• Experience handling email, chat, phone, and in-person IT support calls from end users.
• Excellent research skills to identify and implement the appropriate resolution for more complex issues.
• Able to provide first-level support for password changes, printing issues, VPN support, and connectivity issues.
• Experience supporting and troubleshooting Microsoft products such as Teams, Word, Excel, PowerPoint, Outlook, OneNote, OneDrive, SharePoint, Project, and Visio.
• Experience with ManageEngine ServiceDesk Plus or a similar IT ticketing system.
• Experience in a manufacturing, sales, and distribution environment with a significant number of remote users.
• Experience with support and troubleshooting of Microsoft Teams Phone systems, VoIP phone systems, or other cloud voice platforms.
• Experience with iOS devices as well as Mobile Device Management (MDM) platforms.

In addition to the above skills, the successful candidate must possess a positive team-oriented attitude, excellent written and oral skills, and a very professional demeanor.

Physical Requirements

The physical demands of this job are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. This is primarily a sedentary job that requires the ability to move to and from the desk and occasionally lift and/or move objects.

Tosoh America, Inc. is an Equal Opportunity Employer M/F/Disabled/Veterans

Job Types: Full-time, Permanent

Pay: $17.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• On call

Work Location: In person