IT Help Desk Technician

HELIOS TECHNOLOGIES INC•Buffalo Grove, IL

8d•$25 - $25•Onsite

About The Position

The Help Desk Technician provides frontline technical support to employees at Schultes Precision Manufacturing, helping ensure reliable operation of computer systems, software, hardware, and related technology. The role is a primary point of contact for day-to-day IT support requests, diagnosing and resolving technical issues while delivering timely, professional customer service in a fast-paced manufacturing environment. This position is 100% onsite at the manufacturing facility; remote and hybrid work are not available. Primary hours are 8:00 a.m. to 5:00 p.m., with schedules adjusted as needed to support first and second shifts. Occasional weekend work may be required. Work takes place in office and plant-floor environments, including around production equipment; required PPE must be worn on the plant floor. The employee supports manufacturing and office users, shop-floor technology, and basic ERP and shop-floor application issues. The role also handles user accounts and access, software and hardware installations, ticket documentation, technical guidance, collaboration on more complex issues, and maintenance of technical documentation.

Requirements

At least 3 years of experience supporting desktop users.
Strong working knowledge of Microsoft Windows and Office, including hands-on troubleshooting of common user issues.
Experience supporting Microsoft 365 users, including Outlook email, Teams, account setup, and password resets.
Knowledge of networking basics, including TCP/IP, DHCP, DNS, Wi-Fi, and connecting devices to a network.
Strong organizational and troubleshooting skills.
Ability to manage multiple tasks concurrently.
Self-starter with strong work habits.
Ability to communicate effectively and interact professionally with diverse internal and external clients.
Highly organized and detail-oriented, with strong written and verbal communication skills.
Ability to work independently and demonstrate critical thinking and problem-solving skills.
Ability to maintain confidentiality and professionalism.
Ability to stand, walk, use hands and fingers, feel or reach with hands and arms, talk, and hear regularly; sit and walk frequently; and occasionally bend, stop, push, pull, reach above shoulder level, kneel, squat, or crouch.
Ability to occasionally lift and/or move up to 50 pounds.
Required vision abilities include close, distance, peripheral, and depth perception, and ability to adjust focus.

Nice To Haves

Bachelor’s degree in MIS, CIS, or a related field.
Knowledge of Freshservice or a similar IT ticketing system.
Basic IT support certifications, such as CompTIA A+ or Network+.

Responsibilities

Provide onsite computer and network support for hardware and software problems reported by manufacturing and office users.
Support shop-floor PCs, kiosks, thin clients, and time clocks.
Support barcode scanners, label printers, rugged tablets, and plant Wi-Fi.
Provide first-line support for ERP and shop-floor application users, including login, printing, and basic issues; escalate to application owners as needed.
Work with Maintenance and Engineering to support PCs connected to production machines and test stands.
Help new users set up email accounts and passwords, and assist with password resets and account access.
Add and maintain network users, assign application access, ensure security, and maintain configurations within standards.
Install new software applications or hardware, coordinating third parties when necessary.
Maintain adequate knowledge of operating systems and application software to provide user support.
Guide users in using software applications, operating systems, and other computer-related technologies.
Log, track, and document support requests in the ticketing system.
Collaborate with IT team members to diagnose and resolve complex technical issues.
Update and maintain technical documentation and knowledge base articles.
Participate in team meetings and provide input and suggestions.