IT Help Desk
About The Position
Maintains factory continuity and reduces downtime by quickly resolving incidents affecting manufacturing systems, end-user devices, and site infrastructure. Owns and drives the ticket queue to closure (prioritizing high-impact issues), ensuring timely resolution and clear communication to stakeholders. Acts as the onsite liaison between the Decatur facility, vendors, and enterprise IT teams—coordinating troubleshooting, escalations, and follow-through. Improves service delivery and operational efficiency by identifying recurring issues, recommending fixes, and supporting standardization/self-service where appropriate. Supports digital/automation improvement initiatives (low-code/no-code apps, data transformation/visualization, process enhancements) to streamline support and operations. Strengthens end-user experience and adoption through customer-focused support, training/basic guidance, and proactive communication.
Requirements
- Ticketing systems (ServiceNow is ideal, Remedy, Atlassian Jira)
- Familiarity with Microsoft technologies such as Office, SharePoint, Power BI, etc.
- Basic PC troubleshooting across desktops, laptops, peripherals, software, and device configurations.
- Mobile device support and troubleshooting for phones, tablets, and end-user mobility needs.
- Basic understanding of networking concepts and infrastructure, including connectivity troubleshooting and awareness of factory network environments
- Strong verbal and written communication
- Excellent customer service skills with a professional, approachable, and service-oriented mindset.
- Strong teamwork, relationship building, and collaboration skills.
Responsibilities
- Act with urgency to resolve any issues that impact factory operations
- Action incoming ticket queue
- Action mobile device issues
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
