IT Help Desk Technician

Job Description

Job Description

JOB TITLE: IT Help Desk Technician

PRIMARY RESPONSIBILITY: The IT Help Desk Technician will serve as the first point of contact for employee IT support, handling the day-to-day workload of troubleshooting, resolving, and escalating basic hardware, software, and access issues to keep team members productive.

CORE VALUES: The following list of Core Values and Behaviors are necessary to meet the minimum requirements:

TEAMWORK

• Help each other succeed
• Communicate clearly and directly, listen well
• Encourage teammates
• Blameless problem solving

HONESTY AND INTEGRITY

• Honor your commitments
• Do the right thing
• Consistent in your attitudes and actions

LEAN

• Improve processes
• Open to new ideas
• Share information, and teach
• Expose issues

NUMBERS FOCUSED

• Deliver results
• Analyze data for improvement
• Take ownership and accountability
• Work smarter, not harder

EXCELLENCE

• Exhibit passion in serving customers
• Contribute solutions
• Sense of urgency
• Be the best at what you do
• Seek knowledge

FUN

• Be positive
• Celebrate achievements
• Don’t take yourself too seriously

CHARACTERISTIC DUTIES:

Essential

• Serve as the first point of contact for employee IT support requests via phone, email, and in person.
• Log, track, and prioritize support tickets through the help desk ticketing system.
• Troubleshoot and resolve basic hardware, software, and connectivity issues for end users.
• Set up, configure, and deploy workstations, laptops, monitors, and peripherals for new-hire onboarding and existing employees, coordinating with HR on start dates and equipment needs.
• Provision and deprovision of user accounts and system access for onboarding, transfers, and offboarding, in coordination with HR; manage routine password resets and access requests
• Install, update, and configure standard software applications and printers.
• Escalate complex or unresolved technical issues to the IT Integration Specialist or appropriate IT staff.
• Maintain accurate inventory of IT equipment, supplies, and loaner devices.
• Provide basic end-user training and how-to guidance on standard software and hardware use.
• Document recurring issues and solutions to build out the team’s knowledge base.
• Other duties as assigned

REPORTS TO: Director of Technology

WORKS WITH: Vendors & Future Form Team Members

SAFETY REQUIREMENTS OF POSITION:

Follow all OSHA safety regulations and those set by Future Form Manufacturing

REQUIREMENTS OF POSITION:

Essential

• High school diploma or equivalent required; associate’s degree in information technology, Computer Science, or a related field preferred.
• CompTIA A+ certification preferred.
• 1-2 years of experience in a help desk, technical support, or customer service role.
• Solid working knowledge of Windows and Mac OS, Microsoft Office 365, and common business applications.
• Familiarity with troubleshooting PCs, printers, mobile devices, and basic networking concepts.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple support requests and priorities in a fast-paced environment.
• Experience with a help desk ticketing system a plus.

Beneficial

• High school graduate plus relevant vocational training (e.g. sheet metal work)
• Experience in a manufacturing environment
• Ability to perform basic setups in a variety of departments
• Ability to read drawings
• Ability to use precision measuring equipment
• Ability to create spreadsheets and graphs using Excel or the equivalent
• Ability to create and file Work documents
• Additional math skills relating to algebra, geometry and/or trigonometry

PHYSICAL REQUIREMENTS OF POSITION:

Sit 42%, Stand 15%, Walk 23%, Bend 8%, Squat 2%, Lift 5%, Twist 0%, Kneel 3%, Reach Above Shoulder 0%, Climb 0%, Drive 2%, Push/Pull 0%.

Must be able to lift up to 35 pounds on a regular basis. Must have normal vision (with or without corrective lenses) and hearing (with or without corrective hearing aids).

Working Environment: Office environment / Shop environment. Moderate noise level. Exposure to dust, heat and cold.

This position will require drug testing per company policy.