IS Support Tech 2

Silfex•Eaton, OH

1d•Hybrid

About The Position

Help transform the way people work and live by providing Service Desk support to our team members. Helpful, friendly customer service is key to success in this hands-on role. Configure, install and upgrade computers and internal systems. Maintain Service Desk ticketing system(sysAID), assign tickets, and prioritize user requests. Maintain an inventory of all equipment, hardware, software and supplies. Troubleshoot, maintain, and monitor computing devices, printers, phones, copiers and scanners. Provide end user support in office and manufacturing environments.

Requirements

An information system related Associate’s degree from a two-year college or university; or 1 or more years related experience and/or training; or equivalent combination of education and experience.
Strong written and verbal communications skills.
Positive attitude and helpful disposition when interacting with coworkers and internal clients.
Ability to respond quickly and calmly to common inquiries or complaints from end users and/or customers.
Proficiency in computer applications to include Windows 7 – 10, Active Directory, Print Management, Microsoft Office Suite, O365 E-mail, Skype, Cisco phones, and Access & SQL database software.
Proficient in creating user accounts, software installation, and network troubleshooting.
Ability to write instructions for internal publication that conform to prescribed style and format.
Ability to effectively present information to employees, and/or management.
Ability to train individuals and small groups on hardware and software applications.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Must be able to work effectively individually and in a team environment.
Must be able to pay close attention to details.
Must be able to conform to PPE requirements to include steel toe shoes, high visibility vest, face mask, safety glasses and face shield when on site.

Nice To Haves

CompTIA A+ or equivalent certification preferred.

Responsibilities

Diagnose/ Triage/ Resolve software and hardware problems.
Train staff in IT processes and in using company devices.
Assist staff with IT related problems when called upon.
Track, prioritize and document requests using an IT support request system.
Install and configure new computers and other IT equipment.
Repair and upgrade different types of computers (software and hardware).
Keep track of IT supplies and equipment e.g. PCs, monitors, cables and adapters.
Provide input on process improvement and documentation
Provides support to end users in the selection, procurement (after approval by the IT Manager), usage, and maintenance of software programs and hardware.
Develop and maintain a working knowledge of the Silfex Quality Management System and properly apply Quality and Operating Procedures as appropriate.
Provide coverage during on call hours in a BOYD environment
Carry out special projects and all other additional duties as assigned.
Display a positive attitude and strong work ethic that reflects the Mission and Core Values of Silfex.
Create and maintain a culture where workplace safety is part of everything we do.
Provide the safest possible workplace to our employees by modeling and following all company safety policies, reporting any incidents or unsafe conditions immediately to Silfex management.
Wear all PPE as required by work area or job function.
Communicate boldly as well as effectively with empathy and respect to inspire teamwork and collaboration vertically and horizontally within Silfex.
Assist in applying lean manufacturing concepts and 5S.
Demonstrate ownership of continuous improvement ideas and activities.
Maintain organization and cleanliness, housekeeping and 5S within work area.
Maintain these areas at the highest degree possible while responsibly escalating any maintenance issues.