IT Help Desk Technician

HELIOS TECHNOLOGIES INC•Buffalo Grove, IL

10d•$25 - $25•Onsite

About The Position

The IT Help Desk Technician provides frontline, onsite technical support to employees at Schultes Precision Manufacturing, helping ensure reliable operation of computer systems, software, hardware, and related technology. The technician is a primary point of contact for day-to-day IT support requests, diagnosing and resolving issues while providing timely, professional customer service in a fast-paced manufacturing environment. The 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, where safety equipment must be worn as required. The role supports manufacturing and office users, including shop-floor computers and devices, business and production applications, user accounts, network access, and hardware and software installations. The technician documents support requests, maintains technical documentation, collaborates with IT colleagues and other departments, and escalates issues as needed.

Requirements

At least 3 years of experience supporting desktop users.
Strong working knowledge of Microsoft Windows and Office, with hands-on experience troubleshooting 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 the network.
Strong troubleshooting and organizational skills.
Ability to manage multiple tasks concurrently.
Self-starter with strong work habits.
Ability to communicate effectively and interact professionally with a diverse group of 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 lift 40 pounds and sit for prolonged periods, as stated in the qualifications.

Nice To Haves

Bachelor’s degree in MIS, CIS, or a related field; the posting also accepts equivalent experience.
Knowledge of Freshservice or a similar IT ticketing system.
Basic IT support certifications, such as CompTIA A+ or Network+.
Working knowledge of monitoring and reporting systems.

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, and maintain user configurations in accordance with standards and security requirements.
Install new software applications and hardware, coordinating with third parties when necessary.
Maintain sufficient 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 other 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.