1st Level Support National

Fronius • Portage, MI

1d • Hybrid

About The Position

The 1st Level Support National serves as the first point of contact for employees in need of technical support. Knowledge of IT products and technologies is required to effectively assist employees with the operation of IT equipment.

Requirements

• Completion of an associate degree in computer science or information technology from an accredited college or equivalent experience in the field
• Minimum of 1 year of relevant professional experience
• Intermediate level of understanding in networking
• Good written and verbal communication skills
• Able to use critical thinking to solve problems quickly and efficiently.
• Willingness to learn and adapt to new technologies and innovations.
• Ability to take direction and collaborate well within a team environment.
• Flexibility and willingness to travel.
• Must comply with all safety and health standards established by Fronius USA and federal, state or local requirements
• Ability to bend and reach, with repetitive motion
• Hearing, naturally or with aids
• Vision 20/20, with or without correction
• Physical demands of the job include: standing, use of hands to manipulate objects, talking, hearing, looking, typing, walking, twisting, and bending
• Employees could be requested to lift, carry, reach above the shoulder, stoop, squat, kneel, and crouch
• Employees could be required to lift up to 50 pounds

Responsibilities

• Serves as 1st level support within the ITE team.
• Provides technical support to employees both by phone and in person.
• Assists with IT onboarding of new employees.
• Supports, installs, and configures clients’ computers.
• Configures mobile devices (e.g., Smart phone, Tablet, etc.) using MDM.
• Supports and maintains network components.
• Maintains IT inventory.
• Troubleshoots errors.
• Handles inquiries in the ITE ticket system while properly documenting the steps taken from inquiry to resolution.
• Escalates issues to 2nd and 3rd level support when necessary.
• Creates and maintains Fronius IT user manuals, instructions, and checklists.
• Follows ITE documented processes.
• Plans, organizes, and performs training for hardware, software, communication devices, and the “Cybercrime Awareness”.
• Places orders for IT hardware and software according to internal processes
• All other duties as assigned by management.

Benefits

• PTO available immediately plus 11 paid holidays
• Employer matched 401(k)
• Medical, Dental, and Vision covered 100% for employees
• 50% company paid Health, Dental, Vision for your family
• Employee Assistance Program & Mental Health Support
• Short-Term and Long-Term Disability
• Flexible Spending Accounts for Health Care and Dependent Care

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees