IT Support Tech - New Grad

POSITION PURPOSE/MISSION:

Oversee and maintain hardware and software systems including MES so end users can accomplish business tasks, including MES applications. Provide Level 1 and 2 support service which includes receiving, prioritizing, documenting, and actively resolving end user requests.  Participate in projects associated with IT/OT process improvements.

MINIMUM QUALIFICATIONS:

• Associate degree in Computer Science or related degree or equivalent combination of education and experience
• Experience supporting enterprise applications like E-mail, Intranet and ERP suites and resolving associated problems.
• Ability to organize and prioritize requests from internal customers.
• Proven analytical and problem-solving abilities.
• Strong interpersonal, communication, and customer service skills in working with employees at varying levels throughout the business.
• Ability to present ideas in user-friendly language to non-technical staff and end users.

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree in Computer Science or related degree with two years’ IT experience
• Microsoft certification.
• A+ certification
• Oracle support experience.
• Report Writing and Support experience
• Experience supporting Active Directory, Microsoft Teams and Microsoft Intune
• Experience in a high Demand manufacturing environment
• Experience monitoring Microsoft SQL databases
• Two plus years’ IT experience supporting users in a client server environment
• Knowledge of PC’s, peripherals, direct attached and networked printers, LAN interfaces, etc.
• Experience supporting Microsoft Windows O/S, Microsoft Office Suite, Microsoft Teams, Microsoft Intune, RDP, Thin Clients and resolving associated problems.

MAJOR ACCOUNTABILITIES:

• Field incoming requests from users to ensure effective resolution of end user issues and act as an initial point of contact for all computer and system related concerns from users
• Support end users’ technology journey to accomplish their job functions
• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and evaluate documented resolutions and analyze trends for ways to prevent future problems including creation and maintenance of the knowledge base and self-service documentation.
• User Creation and administration
• Monitor IT and MES system performance
• Stay current with evolving technologies
• Maintain the end user reporting environment.
• Follow Environmental, Quality and Safety Management System procedures and requirements.
• Ability to meet the essential job requirements, with or without reasonable accommodation, as outlined in the job description

RESPONSIBILITIES FOR SUPERVISION:

• None

ORGANIZATIONAL RELATIONSHIPS:

• Reports to: IT Customer Experience Manager
• Primary internal customers: All Business Users

POSITION CHALLENGES:

• Managing user expectations.
• Delivering system service and support for information technology systems in a 24/7 operation.
• Coordinating problem resolution across multiple businesses in an effective manner.
• Recognizing and responding to multiple priorities based on urgency and importance.