Help Desk Support Engineer
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. 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 a variety of support issues, this role will serve as a business partner for the support of business applications solutions and processes.
Requirements
- 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 7, 8, 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
- 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.
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 in line with the organization’s expectations
- Ensure minimal production downtime while working in a manufacturing environment
- Serve as a business partner for the support of business applications solutions and processes
Benefits
- Employee well-being
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
