IT Support Technician

The IT Support Technician is the first point of contact for end users requiring technical assistance. This role provides support for hardware, software, and network-related issues, ensuring timely resolution and maintaining high levels of user satisfaction. This is an entry-level position. The ideal candidate will have strong customer service skills, a willingness to learn, attention to detail, and the ability to follow processes. ESSENTIAL DUTIES & RESPONSIBILITIES Respond to help desk tickets, phone calls, and emails in a timely manner Diagnose and troubleshoot hardware, software, and network issues Provide remote and in-person technical support to end users Install, configure, and maintain desktops, laptops, printers, and peripherals Document issues, troubleshooting steps, and resolutions in the ticketing system Escalate complex issues to Tier 1/2 support or system administrators as needed Assist with onboarding/offboarding by provisioning and configuring user equipment Maintain inventory of IT assets and equipment Create and update knowledge base articles and user guides Follow up with users to ensure issues are fully resolved Special projects assigned by supervisor Accurately make independent decisions on product disposition Trouble shoot various problems and develop corrective action to prevent reoccurrence Adhere and monitor SOP Understand/ learn the nature and functionality of the products being handled Effectively communicate and notify supervisor when there are functional or cosmetic discrepancies Must be able to accurately input all required data into the manufacturing database Complete other duties as assigned by leadership QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Strong troubleshooting and problem-solving skills Basic familiarity with Windows computers and Microsoft 365 Excellent communication and customer service skills Ability to explain technical concepts to non-technical users Strong attention to detail and documentation practices Willingness to learn, reliability, professionalism, and patience with users Ability to lift/move computers, printers, monitors, or crawl under desks Occasional after hours and overtime will be required Be able to tackle tasks without being prompted, self-starter Excellent communication skills both verbal and written Cross-functional team builder/player with high levels of professionalism, integrity, and enthusiasm Must be able to work accurately and efficiently in a fast work environment that has the potential to change due to regulatory and business needs Need to be detail oriented and highly organized with the ability to multi-task Experience working independently with little supervision EDUCATION/EXPERIENCE Preferred: Associate or bachelor’s degree in IT, Computer Science, or related field Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals Prior experience in technical support or customer service role Basic networking (VPN, Wi‑Fi, LAN) Basic understanding of Active Directory and user account management Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, KACE) LANGUAGE SKILLS Must have excellent communication skills; reading, writing and listening. Ability to read, analyze, and interpret blueprints. Ability to write and read spreadsheets. REASONING ABILITY This position requires various reasoning abilities to be successful such as: Ability to collect and document data Ability to follow written and oral instructions Ability to perform complex and varied tasks Ability to perform simple, repetitive tasks for an extended period of time COMPUTER SKILLS Required knowledge of MS Excel and MS Word using MS Windows platform. MS PowerPoint and MS Access experience a plus. TRAVEL REQUIREMENTS This position does not require travel. OTHER SKILLS & ABILITIES Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual and predictable attendance including the ability to work regular hours and shifts, overtime before and after shifts and on weekends. Ability to work as part of a team, including all related departments/plants or independently as required to achieve internal and external customer satisfaction. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. While performing the duties of the job the employee works in a manufacturing environment and may be exposed to fumes or airborne particles, moving mechanical parts or vibration. PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to touch, handle or feel. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance and stoop, kneel or crouch. The employee is occasionally required to lift up to 50 lbs. The vision requirements include close vision and ability to adjust focus. WORK AUTHORIZATION This position requires compliance with the Export Administration Regulations (“EAR”). Must be a “U.S. Person” as defined by all pertinent regulations and are required to show proof substantiating this upon being hired. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and/or responsibilities may change at any time with or without notice at the sole discretion of the Company. #J-18808-Ljbffr