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Job purpose

In this role, your main priority will be responding promptly to any IT related issues to our production lines. This will include troubleshooting user and software issues, as well as hardware troubleshooting and replacement. You are responsible for providing maintenance of the computer environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal users. You will be responsible for administration and internal support of the company's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, performing PC maintenance, printer troubleshooting, upgrades and configurations.

Duties and responsibilities

• Respond with urgency to any issues that occur within our production lines
• Answer help calls over the phone promptly when users call the Service Desk
• Provide Service Desk support and resolve problems to the end user's satisfaction
• Monitor and respond quickly and effectively to requests received through the service portal
• Monitor service portal for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the Service Desk portal tracking software (ServiceNow)
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues to the Service Desk Manager for escalation
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Terminate, test, and troubleshoot Cat6 cabling to add network to new and existing areas as required
• Perform professional cable management when installing any computer equipment

Essential Skills and Experience

• High school diploma or equivalent

• Two years minimum service desk experience
• Windows 10/11 desktop troubleshooting

Preferred Skills and Experience

• Technical Certificate or Associates Degree preferred
• A+ and or Net+ certification
• Cat5/6 cable termination and troubleshooting experience
• Scissor Lift/Boom Lift experience

Working conditions

Able to work in a manufacturing environment in support of production lines.

Physical requirements

Work in this classification is considered medium physical work requiring the exertion of up

to 40 pounds of force occasionally and up to 20 pounds of force frequently, and up to 10 pounds

of force constantly to move objects. Clear driving record required. Required to utilize scissor and boom lift.