What are the responsibilities and job description for the System Administrator position at Kosei St Marys Corporation?
IT Support Technician
Reports To: IT Supervisor FLSA Status: Salary Non-Exempt
POSITION SUMMARY:
The IT Support Technician serves as the front line of technical support for the facility, providing Tier 1 and Tier 2 assistance to end users and helping maintain reliable operation of the organization's device fleet and core IT services. The position resolves hardware, software, account, and connectivity issues; configures and maintains computers and peripherals; supports user access; and assists with day-to-day IT operations under the direction of the IT Systems Administrator. The role minimizes downtime and supports employee productivity through prompt, courteous, and effective technical service.
ESSENTIAL FUNCTIONS:
(includes but is not limited to the following)
- Provide Tier 1 and Tier 2 help desk support by phone, email, and in person; troubleshoot Windows, Microsoft 365, and business-application issues; document tickets and resolutions; and escalate complex or high-impact matters appropriately.
- Set up, configure, image, deploy, maintain, and perform basic repairs on desktop computers, laptops, mobile devices, and related hardware.
- Maintain IT equipment inventory, asset records, and device-assignment documentation.
- Provision and deprovision user accounts; reset passwords; unlock accounts; and administer routine group memberships and permissions in Active Directory, Microsoft Entra ID, Microsoft 365, and Dynamics 365 in accordance with approved procedures.
- Install, maintain, and troubleshoot printers, scanners, conference-room audiovisual equipment, and other office technology.
- Assist the IT Systems Administrator with backup verification, basic data recovery, software updates, patch management, and assigned IT projects or initiatives.
- Perform basic LAN, Wi-Fi, and VPN connectivity troubleshooting and escalate infrastructure or security-related issues as needed.
- Create and maintain technical documentation, knowledge-base articles, standard operating procedures, and accurate ticket histories.
- Coordinate with Human Resources and department leaders regarding employee onboarding, offboarding, equipment, and access needs.
- Communicate with hardware and software vendors, service providers, and contractors regarding technical support, warranties, repairs, cabling, or equipment installation.
- Follow all applicable safety, security, confidentiality, quality, and company requirements and perform other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Working knowledge of Windows 10/11 and Microsoft 365 troubleshooting.
- Working knowledge of Active Directory user and permission administration; familiarity with Microsoft Entra ID and Dynamics 365 preferred.
- Fundamental understanding of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN connectivity.
- Ability to troubleshoot PC hardware, printers, peripherals, mobile devices, and common business applications.
- Ability to use help desk ticketing systems and maintain clear, accurate technical documentation.
- Strong customer-service, communication, organization, and problem-solving skills.
- Ability to explain technical concepts clearly to non-technical users and interact professionally with employees at all organizational levels.
- Ability to manage competing priorities, work independently on routine matters, and protect confidential or sensitive information.
CORE COMPETENCIES:
- Independently resolve routine help desk and desktop-support issues, complete standard account actions, and image or deploy devices using established procedures.
- Prioritize requests based on ticket severity, business impact, outages, multi-user impact, the ticket queue, and direction from the IT Systems Administrator.
- Obtain approval before making infrastructure or security changes, granting privileged access, purchasing equipment or software, or implementing changes that affect multiple users.
- Escalate complex, intermittent, high-impact, or security-related issues promptly.
PHYSICAL DEMANDS(OVERALL – MEDIUM LEVEL)
Activity Frequency
Sitting / Computer Work: Constantly
Standing / Walking: Occasionally
Keyboarding / Data Entry: Frequently
Lifting up to 20 lbs: Occasionally
Reaching / Handling documents: Frequently
(Occasionally): Occupation requires this activity up to 33% of the time- F (Frequently): Occupation requires this activity from 33% – 66% of the time
- C (Constantly): Occupation requires this activity more than 66% of the time
POSITION QUALIFICATIONS:
- Associate's degree or two-year technical certificate in Information Technology, Computer Science, Information Systems, or a related field required; equivalent relevant hands-on IT support experience may be considered in place of formal education.
- At least two years of IT support or help desk experience required; experience in a manufacturing environment is preferred.
- Experience supporting a diverse device fleet, Windows and Microsoft 365 environments, and Active Directory account administration is preferred.
PREFERRED QUALIFICATIONS:
- Relevant IT certifications, such as CompTIA A , Network , Microsoft 365 Fundamentals, ITIL Foundation, or an equivalent certification, are preferred but not required.
- Additional experience with networking, cybersecurity, servers, virtualization, cloud services, identity and access management, scripting, or structured cabling is a plus.
- Interest in developing additional technical skills and assuming increased responsibilities as experience is gained.
WORK ENVIRONMENT
- Work is performed primarily in an office setting, with occasional work on the manufacturing floor and in server or network closets.
- The position may occasionally be near production machinery, manufacturing-floor conditions, heat, and electrical or cabling hazards while servicing equipment.
- Required personal protective equipment must be worn in designated areas.
Salary : $29