IT Support Technician

Kforce has a client in Oklahoma City, OK that is seeking a IT Support Technician. Position Summary: This role of IT Support Technician will be located in Oklahoma City and will be primarily responsible for supporting Operations and Users located at this site. The role will also provide support for our global user base through our service management system in conjunction with the wider Nortek and Madison Air Unified IT Operations team. Our locations cover US, Canada, Mexico and Europe with local support resources at each site. Nortek IT supports over 2500 desktop devices with a wide range of applications that run in our manufacturing operations. This role will also serve a 1 week on-call support shift approximately every two months. Responsibilities:

• First level support in a 24x7x365 environment focused on the local facility and user base
• Central point of contact for all service events related to Nortek IT environment (T1)
• Provides Tier 1 technical hardware and software problem resolution by performing problem diagnosis and guiding users through step-by-step solutions
• Reviews incoming requests, both from our service management system, direct user contact, and general phone queues
• Resolves problems and/or escalates issues as necessary to resolve in a timely manner
• Provides technical support to teams within the organization as needed
• Manages ticket queue and maintains all SLAs as defined by service management
• Participate in Nortek projects to test, pilot and/or implement new hardware and software as necessary in support of local facility requirements
• 1-3+ years of hands-on PC desktop support experience or equivalent training
• Familiarity with Microsoft Windows and Office suite required
• Strong skills in patience, empathy, and investigation
• Consistent self-starter with capacity for self-guidance is desired
• Excellent written and oral communication skills are required
• Ability to perform physical tasks such as moving and lifting computer and other equipment as required
• Experience with Enterprise Networking, Security, and Operations is a plus
• Prior experience working in manufacturing plant environments is a strong plus
• Bi-lingual in English, Spanish, French is a strong plus
• Familiarity with Microsoft Azure and Enterprise ERP systems is a strong plus