Service & Support Technician

RESPONSIBILITIES:

System Maintenance:

• Maintaining local backups, phone system, and network/server equipment, escalating tickets to the infrastructure group as required.
• Responsible for new user or user removal processing received from HR, including all related documentation and approvals required for each account.
• Ability to troubleshoot all requests elevated from the IT help desk and then escalate if required.
• Responsible for working with outside departments regarding technical projects and special cases to meet company goals and needs.
• Will track and record metrics for review by IT management or higher role as requested.

Availability Requirements:

• Technician – could be requested to be available (on call) in case of a critical systems failure or other related emergencies. A company-paid mobile phone will be supplied for on-call needs. The technician will contact IT management or escalate tickets if any issue is above his experience level or requires additional assistance.

Company Policies and Procedures:

• Complete all assigned requests promptly and professionally while maintaining quality and confidentiality. The technician will be responsible for maintaining complete and accurate Service call notes for each request. The technician must follow up with the user to confirm the issue is resolved before closing the request in our system.
• Participate in implementing Company strategic plan goals, quality program initiatives, lean manufacturing techniques, good housekeeping practices, corrective action implementation, quick changeover initiatives, and other company-wide initiatives aimed at improving productivity and increasing profitability.
• Participate in and support the Company’s professional development and training activities.
• Performs other duties as assigned.

Education and Training:

• Bachelor’s degree in relevant studies is preferred.
• MCSE or other relevant technical certification is preferred.
• 2 years’ experience working with computer system hardware and software.

General Requirements / Technical Requirements & Skills:

• Strong understanding of networking practices.
• Advanced knowledge of Windows environments.
• Knowledgeable on IT best practices.
• Ability to complete assigned tasks with little to no supervision.
• Excellent understanding of costing/pricing the non-relationship, and ability to provide accurate data and adhere to tight deadlines.
• Proficient in MS Office Suite (specifically Excel and Word).

Certificates, Licenses & Registrations:

• Must have a valid driver’s license and record that conforms to the Company’s insurance policies, ATF, DOT, and State regulations.

Work Authorization / Security Clearance:

• Authorized to work in the United States.

Physical Demands / Working Conditions:

• Employees working in general manufacturing facilities must meet certain physical requirements to perform their duties safely and effectively. These typically include the ability to stand and walk for long periods, often throughout an entire shift. Workers should be able to lift, carry, and/or move up to 50 pounds occasionally when lifting devices are not present. Repetitive use of hands, wrists, and arms is common, along with regular bending, kneeling, and climbing. Visual and hearing acuity are necessary for reading instructions, inspecting products, and responding to equipment alerts, and manual dexterity is essential for operating tools and machinery.
• The working conditions in manufacturing environments can be physically demanding and vary based on the facility and type of production. Employees may be exposed to fluctuating temperatures, high noise levels, and potential hazards such as moving machinery, chemicals, or sharp objects. The use of personal protective equipment (PPE) including gloves, safety glasses, ear protection, and steel-toed boots is often required. The work is typically fast paced with performance expectations to meet frequent deadlines.  Schedules may involve shift work, overtime, weekends, or holiday hours to meet production demands.