Help Desk Technician - 2nd Shift

Job Description

Job Description

We are seeking a proactive and customer-focused Help Desk Technician to join team. This role involves providing technical support to ensure smooth operations of IT systems and resolving issues impacting daily production and office activities. The ideal candidate will possess excellent problem-solving skills, strong communication abilities, and a dedication to maintaining high-quality service.

Primary Responsibilities:

Technical Support:

• Provide first-line technical support to employees, including manufacturing, quality assurance, logistics, and administrative teams.
• Diagnose and resolve hardware, software, and network-related issues efficiently.

System Maintenance:

• Install, configure, and update IT equipment such as computers, printers, and handheld devices.
• Monitor and maintain production-related systems, ensuring minimal downtime.

Ticket Management:

• Use ticketing systems to log, prioritize, and track incidents and requests.
• Ensure timely resolution of issues within agreed service levels.

User Training and Documentation:

• Create and maintain user guides and IT-related documentation.
• Train staff on the proper use of company systems, software, and hardware.

Collaboration with IT Team:

• Work closely with the IT team to escalate complex issues and contribute to system upgrades or implementations.
• Assist in maintaining cybersecurity measures, including user account management and awareness programs.

Continuous Improvement:

• Proactively identify recurring issues and recommend improvements to IT processes.
• Stay updated on emerging technologies relevant to the food manufacturing industry.

Skills and Qualifications:

Education and Experience:

• Associate's or bachelor’s degree in IT, Computer Science, or a related field preferred.
• 1-2 years of experience in a help desk or IT support role.

Technical Skills:

• Proficiency in Windows OS, Microsoft Office Suite, and basic networking principles.
• Familiarity with ERP systems or manufacturing-specific software (e.g., inventory management, production scheduling).

Interpersonal Skills:

• Strong communication skills to explain technical issues to non-technical users.
• Ability to work effectively under pressure in a fast-paced environment.

Problem-Solving:

• Logical thinking and the ability to troubleshoot and resolve issues independently.

Industry Knowledge (Preferred):

• Understanding of IT needs in food manufacturing, such as compliance with quality standards and production schedules.

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