Help Desk Support Engineer - Remote

Hood Container Corporation • Atlanta, GA

1d • Remote

About The Position

The Help Desk Support Engineer will be on the frontline of support for the organization. Support hours for the organization are Monday through Friday 8AM to 6PM Eastern. The role will have after-hours support based on a rotation to be assigned by the Help Desk Manager. This is a remote position with less than 5% travel. Additionally, the Help Desk Technician should maintain a high level of customer service in line with the organization’s expectations and should work to ensure minimal production downtime while working in a manufacturing environment. Working on variety of support issues, this role will serve as a business partner for the support of business applications solutions and processes.

Requirements

• Comfortable working on and assisting others through company help desk software, and remote access desktop programs.
• Ability to work to corporate service level agreements.
• Strong interpersonal and oral communication skills, attention to details.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to present ideas and solutions in articulate, user-friendly language.
• Highly self-motivated and directed.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Associate degree or equivalent experience in Information Systems, Business, or related technical field.
• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services.
• Proficiency in English
• Expert knowledge on Win 10 and 11
• Working knowledge of Active Directory
• Working knowledge of MAC OS
• Working knowledge of mobile devices, laptops and desktops
• Working knowledge of common desktop applications including Microsoft 365
• Working knowledge of client/server printing
• One of the following certifications: A+, Network+, Microsoft MDAA or equivalent

Nice To Haves

• Familiarity working in a manufacturing environment.
• Understanding of common Help Desk Applications and toolsets

Responsibilities

• Act as the initial point of contact for all computer and system related concerns
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Attend in-person meetings with management to discuss, analyze, troubleshoot and diagnose hardware and/or software issues.
• Resolve technical issues related to network interruptions, and actively update, maintain, and monitor all aspects of computer networks.
• Maintain a high level of customer service.
• Ensure minimal production downtime.
• Serve as a business partner for the support of business applications solutions and processes.

Benefits

• The company aims to be a diverse workforce.
• The company is committed to building a team that represents a variety of backgrounds, perspectives, and skills.
• The company is a family-owned, Mill to Market company.
• Commitment to customer happiness.
• Commitment to employee well-being.
• Commitment to environmental stewardship.
• Commitment to operational excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree