Intermediate Desktop System Support Technician

Job Summary

Under general direction, monitor and respond to complex technological control facility hardware and software problems

utilizing a variety of hardware and software testing tools and techniques. Provide primary interface with vendor support service

groups or provide internal analysis and support to ensure proper escalation during outages or periods of degraded system

performance. May provide LAN server support. Require extensive knowledge of PC/LAN communications hardware and

software in a multi-protocol environment, and network management software.

Responsibility

· Complete assignments from the Service Desk efficiently and effectively as possible within assigned priority to meet SLA.

· Troubleshoot and solve office desktop problems.

· Act as the “face of IT” at his/her facilities and route issues or work with other members of the IT team as necessary to resolve any issues.

· Inform local IT Network Administrator of any issue that requires their involvement such as non-standards purchase and new enterprise system requests.

· Purchase software and hardware for his/her facilities according to standards and IT purchasing procedures.

· Ensure licensed software is used in the facility and the information is maintained in the licensing database.

· Setup and install all network attached equipment at their facilities.

· Maintain software and hardware on desktops at the facility including Office Automation software, Anti-Virus, PC management software as per Desktop Setup Checklist.

· Maintain an up-to-date Hardware and Software inventory for his/her facilities utilizing the methods prescribed by Corporate IT Management (e.g. inventorying software, spreadsheets etc.).

· Support unique systems at his\her facility\facilities such as local MRP/ERP, PM system, Time and Attendance System, QA equipment, door controllers, buzzers, and other unique software or hardware.

· Administer local phone system (including paging, voice mail, moves-adds-changes) at his/her facility.

· Prepare, monitor and adjust work schedules and analyze data on user support services provided.

· Perform other duties/projects as assigned.

Academic/Educational Requirements

· A current MCP or MCITP.

· Desktop Support Technician would be an asset.

.

Required Skills/Experience

· Essential Skills: Reading: 5; Document Use: 3; Numeracy: 3

· Four years of experience in data communications troubleshooting.

· Read and understand policy and procedures manuals. Read equipment and software manuals, help files and technical bulletins. Read sections of software manuals to learn about advanced procedures and improvements to upgraded versions.

· Discuss technical matters with co-workers, colleagues and suppliers. Discuss challenging software operations with co-workers and help develop instructions for users. Inform and advise computer users with malfunctioning computer hardware and software. Teach, supervise and assist workers in their work units.

· Prepare, monitor and adjust work schedules and analyze data on user support services provided.

· Evaluate information technology needs and users' software needs. Review experience with relevant software applications and make recommendations.

· Perform majority of tasks independently and coordinate efforts with supervisors and co-workers to complete challenging repairs, assess the performance of work units and exchange information about new hardware and software.

· ITIL and ITSM knowledge is preferred. 1-3 years’ experience with the following is required:

§ Current version of Windows Desktop OS

§ Current version of Microsoft Office

§ Current version of Desktop and Notebook hardware (preferably Dell)

§ Current version of Networking basics

· Possess drive and motivation to continuously learn new and update technical knowledge. Learn by reading solution logs, help files, manuals, newsletters and trade publications, and through trial and error. Discuss computer malfunctions with co-workers and software suppliers.

Working Conditions

§ These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions. Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions.

§ The employee may lift and/or move items up to 30 pounds.

§ While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard.

§ The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

§ Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

§ Work in a well-ventilated environment with adequate lighting and temperature.

§ The employee will be occasionally exposed to outside temperatures.

§ While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles. The noise level in the work environment is usually quiet to moderate.

§ This position may require up to 10% travel.

Please note: Hybrid schedule is only applicable to specific Linamar locations. All schedules and changes to working hours must be approved by the department manager. Schedule is subject to change based on discretion of department manager.

Facility Specific

§ Work in compliance with OSHA, EPA and other applicable regulatory requirements.

§ Follow Company safety rules.

§ Report the absence of or defect in any PPE to Supervisor or Manager immediately.

§ Use or wear the PPE required:

§ Safety shoes, safety glasses, hearing protection, follow dress code policy regarding jewelry and hair containment.

§ Follow all health and safety policies and procedures including lockout and machine guarding.

§ Follow environmental policies and procedures.

§ Report incidents immediately to Supervisor or EHS representative.

§ Report to Supervisor or Manager any deviation from company EHS guidelines or company policy.

§ Maintain a clean and safe work area.

Ensure compliance with all legislative requirements in the facility’s geographic location including but not limited to:

§ ISO 45001: Health and Safety management system standard.

§ ISO 14001: Environmental Management system standard.

§ IATF 16949 Technical Specification Management and Linamar Quality Basics system standards.

· Ensure compliance with Linamar’s internal operating system known as ‘GOS’: The Global Operating System.

· Support, Foster, Promote and Demonstrate Linamar’s Core Values and Leadership Behaviors.

· Maintain department 5S requirements.