What are the responsibilities and job description for the IT Help Desk Technician position at Helios Hydraulics America?
Job Summary:
Sun Hydraulics is looking for an IT Help Desk Technician to provide hands-on technical support to our manufacturing and professional staff. This is an end-user support role focused on computers, devices, software applications, and troubleshooting. The ideal candidate is a technically savvy problem solver with a customer service-oriented mindset. This position offers room for growth within the IT team.
Work Location and Schedule:
• This position is 100% onsite at our manufacturing facility. Remote or hybrid work is not available.
• Primary hours are 8:00 a.m. to 5:00 p.m., with schedules adjusted as needed to support both 1st and 2nd shift.
• Occasional weekend work may be required.
• Work is performed in both office and plant floor environments, including standing, walking, and working around production equipment. Safety equipment (PPE) must be worn on the plant floor as required.
Responsibilities:
• Provide onsite computer and network support for hardware and software problems reported by manufacturing and office users.
• Support shop-floor PCs, kiosks, thin clients, and time clocks.
• Support barcode scanners, label printers, rugged tablets, and plant Wi-Fi.
• Provide first-line support for ERP and shop-floor application users (logins, printing, and basic issues), escalating to application owners as needed.
• Work with Maintenance and Engineering to support PCs connected to production machines and test stands.
• Help new users set up their email accounts and passwords, and assist users with password resets and account access.
• Add and maintain users on the network; assigning application access, ensuring security, and maintaining their configurations are within standards.
• Install new software applications or hardware coordinating third parties when necessary.
• Maintain an adequate level of knowledge of operating system and application software being used to provide high levels of support to users.
• Providing guidance to users on how to use software applications, operating systems, and other computer-related technologies.
• Log, track, and document support requests in the ticketing system.
• Collaborating with other IT team members to diagnose and resolve complex technical issues.
• Updating and maintaining technical documentation and knowledge base articles.
• Participate in Team meetings, providing input and suggestions.Job Requirements:
• 3 plus years’ experience supporting desktop users.
• Strong working knowledge of Microsoft Windows and Office, with hands-on experience troubleshooting common user issues.
• Experience supporting Microsoft 365 users, including Outlook email, Teams, account setup, and password resets.
• Knowledge of networking basics, including TCP/IP, DHCP, DNS, Wi-Fi, and connecting devices to the network.
• Strong troubleshooting, organization skills.
• Ability to manage multiple tasks concurrently.
• A Self Starter with strong work habits.
• Ability to communicate effectively and interact professionally with a diverse group of internal and external clients.
• Must be highly organized and detail-oriented with strong written and verbal communication skills.
• Ability to work independently and demonstrate strong critical thinking and problem solving skills.
• Must be able to maintain a high level of confidentiality and professionalism.
• Ability to lift up to 50lbs.
Preferred Qualifications:
• Bachelor’s degree in MIS, CIS, or a related field.
• Knowledge of Freshservice or a similar IT ticketing system.
• Basic IT support certifications, such as CompTIA A or Network