Desk Side Support Technician

Motrex LLC•Kansas City, KS

10d•Onsite

About The Position

The Desk Side Support Technician position is responsible for the day-to-day break-fix IT support to the user community and must possess a strong commitment to high-quality customer service and solid work ethic. The role will provide IT support, including diagnosing and troubleshooting PC hardware and software technical problems. The position will also involve coordinating with other support groups and being part of the IT support resource team that supports all sites in North America. This position will be based in our Kansas City, KS manufacturing facility with occasional trips to the Distribution Center (close by) and our other plant near the airport, 12 miles away.

Requirements

3+ years experience supporting Enterprise-level organizations’ PC support needs, while being flexible, adaptable, and able to meet tight deadlines.
Working understanding of Windows 11, Active Directory, and Microsoft Office applications as well as Network Topologies – Ethernet, TCP/IP, Smart-Device technology – iPad, iPhone, Android etc.
Excellent communication skills, with the ability to communicate professionally and confidently at all levels with strong organizational skills and a solution-based, problem-solving mindset.
Ability and willingness to work independently and also as a member of the NA local support team.
Ensure that relevant parties are kept informed as to the status of support work being carried out in a timely manner.
Reasonable level of understanding ITIL and ITSM environments.
Must have a valid Driver's License and reliable transportation to travel between three locations.
Occasional travel to remote sites may be required.

Responsibilities

Providing face-to-face, phone and online break-fix support to the enterprise user community.
Maintain, troubleshoot, repair, and image desktop computers, laptops, peripherals, and Zebra printers/scanners.
Occasional emergency troubleshooting and repairs outside of normal work hours.
Prepare and manage deployment of PC's, laptops, and printers while maintaining inventory on all hardware and software deployed.
Ensure all IT assets are documented, catalogued, and kept up to date in the CMDB tool.
Interfacing with various vendors in support of the hardware and software systems
Installing and maintaining proper software and application resources.
Communicating with other support groups within Motrex while providing hands and feet support as required.
All relevant activities, changes, and incidents must be properly documented and maintained for future reference, auditability, and knowledge continuity.
Ability to support technical issues on the plant floor.
Additional responsibilities as needed to support the team and company goals.
Technician is not responsible for independently developing standards or procedures. However, the technician is expected to provide input, feedback, and technical support during the development of standards, procedures, and best practices.