What are the responsibilities and job description for the Help Desk Technician position at IMMI?
Job Description
IMMI is seeking a skilled Help Desk Technician to provide front-line technical support to team members worldwide while ensuring the stability, integrity, and efficient operation of our technology systems. In this role, you will work closely with the Senior Help Desk Administrator to monitor, maintain, and troubleshoot networks, hardware, software, and end-user devices. Success requires strong communication, analytical, and problem-solving skills to quickly resolve issues, optimize performance, and maximize the value of IMMI’s technology investments all while delivering exceptional customer service
IMMI® is the trusted, global leader of safety solutions, helping to protect millions of lives every day. For almost sixty years, IMMI has led the way in developing, designing, testing and manufacturing innovative safety restraints and systems. IMMI’s safety products are found worldwide on car seats, heavy trucks, school buses, recreational/off road, military, fire/EMS, motor coach, and construction vehicles. Privately owned, headquartered in Westfield, Indiana and operating eight additional global facilities, IMMI is also home to IMMI VIP steering wheels and CAPE®, the world’s leading state-of-the-art testing facility.
LOCATION: Onsite Westfield, IN
HOURS: 6:00 AM - 3:00 PM
RESPONSIBILITIES:
Required:
IMMI is seeking a skilled Help Desk Technician to provide front-line technical support to team members worldwide while ensuring the stability, integrity, and efficient operation of our technology systems. In this role, you will work closely with the Senior Help Desk Administrator to monitor, maintain, and troubleshoot networks, hardware, software, and end-user devices. Success requires strong communication, analytical, and problem-solving skills to quickly resolve issues, optimize performance, and maximize the value of IMMI’s technology investments all while delivering exceptional customer service
IMMI® is the trusted, global leader of safety solutions, helping to protect millions of lives every day. For almost sixty years, IMMI has led the way in developing, designing, testing and manufacturing innovative safety restraints and systems. IMMI’s safety products are found worldwide on car seats, heavy trucks, school buses, recreational/off road, military, fire/EMS, motor coach, and construction vehicles. Privately owned, headquartered in Westfield, Indiana and operating eight additional global facilities, IMMI is also home to IMMI VIP steering wheels and CAPE®, the world’s leading state-of-the-art testing facility.
LOCATION: Onsite Westfield, IN
HOURS: 6:00 AM - 3:00 PM
RESPONSIBILITIES:
- Serve as the first point of contact for end users, providing technical support for IT networks, hardware, software, and related equipment.
- Manage and resolve Help Desk tickets and assigned projects promptly, ensuring compliance with Service Level Agreements (SLAs) while recording, tracking and documenting progress through resolution.
- Perform regular maintenance on local and remote IT equipment, including PC imaging, deployment, phone system upkeep, and software upgrades.
- Monitor and test system performance, preparing and delivering performance statistics and reports as needed. .
- Work with IT infrastructure vendors (e.g., ISPs, support agencies) to troubleshoot and resolve issues effectively.
- Create and maintain IT system documentation, user guides, and support procedures; assist in developing and implementing standards and processes to support Information Technology projects and initiatives.
- Contribute to IT projects across IMMI locations as directed by IT leadership and provide occasional after-hours or on-call support for critical issues, outages, or global business needs as part of a rotating schedule
Required:
- Associate’s or Bachelor’s degree in IT, Enterprise Technology, or a related field.
- 1-3 years of experience in IT support or related roles.
- Strong problem-solving, analytical, and troubleshooting skills with exceptional attention to detail. .
- Experience with Microsoft Windows operating systems, Microsoft 365 applications, Active Directory, user account management, Help Desk ticketing systems, and phone-based support for global remote users.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Superior customer service skills, demonstrating professionalism, patience, and responsiveness.
- Ability to manage multiple tasks, processes, and projects simultaneously while adhering to IT processes, documentation standards, and corporate/legal responsibilities.
- Demonstrated technical knowledge supported by relevant certifications (or ability to obtain).
- Knowledge of networking fundamentals, wireless technology, and computer hardware fundamentals.
- Familiarity with barcode scanners, label/LaserJet printers, IoT devices, and related troubleshooting.
- Prior experience working in a manufacturing environment and understanding of production concepts and principles.
- Industry-recognized certifications such as ITIL Foundation, CompTIA A , or equivalent credentials.
- Team Member Ownership/ESOP
- Healthcare, vision, dental options
- Long and short-term Disability insurance
- Ten (10) paid holidays.
- Two (2) IMMI Serves volunteer days per year.
- Onsite Wellness Clinic
- Generous Paid Time Off
- 401k
- Tuition Assistance