Desktop and System Support Technician

Linacast • Howell, MI

3d • Onsite

About The Position

Under general direction, the Desktop and System Support Technician monitors and responds to complex hardware and software problems in technological control facilities, using a variety of testing tools and techniques. The role provides the primary interface with vendor support groups or performs internal analysis and support to ensure issues are escalated appropriately during outages or degraded system performance. It may also include LAN server support. The position requires extensive knowledge of PC/LAN communications hardware and software in a multi-protocol environment, as well as network management software.

The technician provides desktop and systems support at assigned facilities, maintains local hardware and software, supports facility-specific systems, and coordinates with the broader IT team and vendors. The role also includes purchasing and licensing administration, inventory maintenance, local phone-system administration, work-schedule monitoring, budget preparation and monitoring, and responsibility for IT plant KPIs. The technician follows the company’s Health, Safety and Environmental Program, Environmental Management System, Quality Management System, and Quality Policy.

Requirements

• Current MCP or MCITP certification.
• Four years of experience in data communications troubleshooting.
• One to three years of experience with the current version of Windows Desktop OS.
• One to three years of experience with the current version of Microsoft Office.
• One to three years of experience with current desktop and notebook hardware; Dell is preferred.
• One to three years of experience with current networking basics.
• Ability to read and understand policy and procedure manuals, equipment and software manuals, help files, and technical bulletins.
• Ability to learn advanced software procedures and improvements in upgraded versions by consulting software manuals.
• Ability to discuss technical matters with coworkers, colleagues, and suppliers; explain challenging software operations; advise users with malfunctioning hardware or software; and teach, supervise, and assist workers.
• Ability to evaluate information technology and user software needs, review experience with relevant software applications, and make recommendations.
• Ability to perform most tasks independently and coordinate with supervisors and coworkers on challenging repairs, work-unit performance, and information about new hardware and software.
• Drive and motivation to continuously learn and update technical knowledge through solution logs, help files, manuals, newsletters, trade publications, and practical troubleshooting.
• Essential skills: Reading level 5, Document Use level 3, and Numeracy level 3.

Nice To Haves

• Desktop Support Technician qualification or certification.
• ITIL and ITSM knowledge.
• Experience with Dell desktop and notebook hardware.

Responsibilities

• Complete Service Desk assignments efficiently and effectively within assigned priorities to meet SLAs.
• Troubleshoot and resolve office desktop problems.
• Prepare and monitor the department budget.
• Manage IT plant KPIs.
• Act as the IT point of contact at assigned facilities, routing issues or working with other IT team members to resolve them.
• Inform the local IT Network Administrator about issues requiring their involvement, including non-standard purchases and requests for new enterprise systems.
• Purchase software and hardware for assigned facilities according to standards and IT purchasing procedures.
• Ensure licensed software is used at the facility and maintain licensing information in the licensing database.
• Set up and install network-attached equipment at assigned facilities.
• Maintain desktop software and hardware, including Office Automation software, antivirus, and PC management software, in accordance with the Desktop Setup Checklist.
• Maintain current hardware and software inventories using methods prescribed by Corporate IT Management.
• Support facility-specific systems, including local MRP/ERP, preventive maintenance systems, time and attendance systems, QA equipment, door controllers, buzzers, and other software or hardware.
• Administer the local phone system, including paging, voicemail, and moves, adds, and changes.
• Prepare, monitor, and adjust work schedules and analyze data on user support services.
• Follow the Health, Safety and Environmental Program, Environmental Management System, Quality Management System, and Quality Policy.
• Perform other assigned duties and projects.

Benefits

• Competitive compensation.
• Employee benefits package, including drug, dental, and vision coverage.
• 401(k) program.
• 401(k) matching.
• Dental insurance.
• Employee assistance program.
• Employee discount.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Paid time off.
• Parental leave.
• Referral program.
• Vision insurance.
• Opportunities for career advancement.
• Community-based outreach supporting local and global initiatives and charities.
• Discounts for local vendors and events, including auto supplier discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed