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- Perform on-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users and recommend and implement corrective solutions as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end-user and centralized network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
- Support the development and implementation of new IT projects and solutions.
- Order hardware and software products in support of business unit and IT organizational efforts.
- Ensure efficient operation of the organization’s desktop computing environment.
- Liaise with third-party support and PC equipment vendors.
- Meet KPI requirements for ticket response times and customer satisfaction.
- Achieve project objectives.
- Work under general supervision with latitude for independent judgement
- Strong customer service orientation.
- Team-oriented and skilled in working within a collaborative environment.
- Excellent written, oral, and interpersonal communication skills.
- Excellent knowledge of desktop, network and mobile phone hardware.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Hands-on troubleshooting and support experience of both desktop and IT infrastructure systems.
- Working technical knowledge of current protocols, operating systems, technologies and peripherals.
- Proven analytical and problem-solving abilities.
- Keen attention to detail.
- Self-motivated and self-directed.
- Can lift and carry up to 25 pounds on a routine basis.
- At least 3 years of work experience as a member of an IT support organization in a manufacturing environment.
- Associate Degree in information technologies or equivalent experience.
- Active Directory and VMware vSphere administration experience.
- IT industry certifications, such as ITIL, CCNA, MTA and Network+.
- Proficient in the application of Microsoft and Google GSuite productivity tools.
- Commitment to company values of continuous improvement, lean practices and the elimination of waste.