IT Technician

IT Help Desk TechnicianStarting wage is based on experience and shift. In addition to a base wage, every associate is eligible for quarterly profit sharing!! Various shifts are available and off shifts include additional shift differential pay.Essential Functions:Answer Help Desk telephone, e-mail, and self-service requests Perform effective first-level troubleshooting of hardware, standard software, local applications and efficient response to inquiries. Call ticket entry, monitoring, follow up, resolution, and closure utilizing the Help Desk software.Communicating with IT team, management, and end users to ensure satisfactory resolution of issues and provide a timely status of any and all issues.Prioritizes IT Requests based on Impact and Urgency.Resolution of Level I IT Requests.High level of Customer Service Satisfaction is mandatory on IT requests.Contribute to building a knowledge base of problem resolutions, work flows, and procedures, related to operating a customer focused Help DeskProvide guidance on process improvements with IT support in Newport, Prescott, Earth City and Level I/II Desktop Support.Assures all activities comply with established company policies. Performs all job duties and responsibilities in a compliant and ethical manner.Participate in new application roll-out testing and special projects as neededTesting and documentation of all new operating systems, software, and hardware prior to rollout.Acts as a resource on department and site projects and meets deadlines.Communicate network security to executive team, staff, partners, and customers. Follow company standards of group and folder access for all users and service accounts; ensure security requests have proper approval document changesPromote the security relationships between internal resources and external entities, vendors, and partner organizationsWork closely with IT Department on corporate technology to fully secure information, computer, network, and processing systemsMaintain, and assist in the enforcement of policies, procedures, and associated plans for system security administration and user system access, based on company policies.Follow all safety and environmental requirements in the performance of duties.Other accountabilities as assigned.Physical Requirements:Ability to lift up to 50 pounds.Ability to work in confined spaces and near operating equipment.Up to 10% travelAbility to work in moderate to loud noise environments.Ability to work hours necessary to support production and maintenance activities.Qualifications:Experience in a Help Desk Analyst role or a similar customer support role involving information technologyStrong interpersonal and phone skills/communication skillsExcellent oral and written communications skills; ability to communicate with a variety of people including managementKnowledge of information security standardsAble to manage projects and follow a standardized project methodologyKnowledge of standard networking conceptsAble to use detailed knowledge of Microsoft systems to effectively troubleshoot user access level issuesAble to work in an enterprise environment and function as a technical contributor among a team of peers and subject matter expertsAble to communicate and work with customers without supervision and minimal guidanceAble to express technical information in a non-technical mannerExcellent analytical and problem-solving skillsHardware and Desktop Support for PCs with a Windows operating systems or Apple product with OSX environment and higher along with MS Office programs.Oracle client issues and deployment of packaged software/fixesExperience providing user support and set up for PC and Laptop Support, Mobile Phones, etc.Demonstrate solid understanding of an IT Ticketing SystemGood organizational skills