IT Help Desk Technician

Vaupell is a premier global solutions provider for manufacturing for the aerospace, medical and defense industries. Achievement of our long-range plans depends on continuous improvement and the engagement of every member in our workforce.


This position is in person in our Agawam, Massachusetts manufacturing facility; with the opportunity for occasional work from home. There is also occasional travel as needed to Manchester, CT.


General Purpose:

To provide fast and useful assistance on computer systems by answering queries on basic technical issues and offering advice to solve them.

Essential Functions:

Responsibilities that are requirements in order to perform the job:

• Serve as the first point on contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolutions in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Supportive Functions:


In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions based on business needs:

• Other duties as assigned or directed by management

Knowledge, Skills & Abilities:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

• must be able to work with minimal supervision
• Must be tech savvy with working knowledge of office automation products, databases computer systems, mobile devices, remote control and other technical products
• Must be able to work independently, be a self-starter, and multi-task
• Must possess excellent verbal and written communication skills
• Must be customer oriented and cool-tempered
• Have the ability to diagnose and resolve basic technical issues
• Must be either a U.S. Citizen or U.S. Person to ensure compliance with International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR)

Education/Experience Guidelines:

• Bachelor's Degree in IT, Computer Science, or related field preferred
• 3 - 5 months experience as a Help Desk Technician or other customer support role preferred
• Solid experience in MS Office applications, including MS Access preferred

Physical Demands:

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

Specific vision abilities required by this job include close, distance and color vision, depth perception and ability to adjust focus. While performing the duties of the job, the employee is regularly required walk and stand, use hands to handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to sit, climb or balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 50 pounds.


Work Environment:

The noise level in the work environment is usually moderate. On occasion, the employee will be exposed to wet/humid conditions (non-weather), fumes or airborne particles, outdoor weather, extreme heat/cold (non-weather), toxic or caustic chemicals, risk of electrical shock, working near moving mechanical parts, and working in precarious places.

E-verify employer. Background check and drug screen before hire.


Equal Employment Opportunity and Non-Discrimination Statement:

Sumitomo Bakelite North America Holding Inc., and all its affiliate companies, is committed to the principles of equal employment opportunity and non-discrimination. We do not discriminate based on race, color, gender (including pregnancy, childbirth or related medical conditions), religion, national origin, sexual orientation, gender identity or expression, physical or mental disability, marital status, age, military or veteran status, genetic information, height, weight, familial status or any other applicable legally protected characteristics.