IT Support Technician

KIMBER MFG., INC.•Troy, AL

12d•Onsite

About The Position

The IT Support Technician is the first point of contact for end users requiring technical assistance. This role provides support for hardware, software, and network-related issues, ensuring timely resolution and maintaining high levels of user satisfaction. This is an entry-level position. The ideal candidate will have strong customer service skills, a willingness to learn, attention to detail, and the ability to follow processes.

Requirements

Strong troubleshooting and problem-solving skills
Basic familiarity with Windows computers and Microsoft 365
Excellent communication and customer service skills
Ability to explain technical concepts to non-technical users
Strong attention to detail and documentation practices
Willingness to learn, reliability, professionalism, and patience with users
Ability to lift/move computers, printers, monitors, or crawling under desks
Be able to tackle tasks without being prompted, self-starter
Excellent communication skills both verbal and written
Cross functional team builder/player with high levels of professionalism, integrity, and enthusiasm
Must be able to work accurately and efficiently in a fast work environment that has the potential to change due to regulatory and business needs
Need to be detail oriented and highly organized with the ability to multi-task
Experience working independently with little supervision
Must have excellent communication skills; reading, writing and listening.
Ability to read, analyze, and interpret blueprints.
Ability write and read spreadsheets.
Required knowledge of MS Excel and MS Word using MS Windows platform.
Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual and predictable attendance including the ability to work regular hours and shifts, overtime before and after shifts and on weekends.
Ability to work as part of a team, including all related departments/plants or independently as required to achieve internal and external customer satisfaction.
Must be a “U.S. Person” as defined by all pertinent regulations and are required to show proof substantiating this upon being hired.

Nice To Haves

Associate or bachelor’s degree in IT, Computer Science, or related field
Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals
Prior experience in technical support or customer service role
Basic networking (VPN, Wi-Fi, LAN)
Basic understanding of Active Directory and user account management
Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, KACE)
MS PowerPoint and MS Access experience a plus

Responsibilities

Respond to help desk tickets, phone calls, and emails in a timely manner
Diagnose and troubleshoot hardware, software, and network issues
Provide remote and in-person technical support to end users
Install, configure, and maintain desktops, laptops, printers, and peripherals
Document issues, troubleshooting steps, and resolutions in the ticketing system
Escalate complex issues to Tier 1/2 support or system administrators as needed
Assist with onboarding/offboarding by provisioning and configuring user equipment
Maintain inventory of IT assets and equipment
Create and update knowledge base articles and user guides
Follow up with users to ensure issues are fully resolved
Special projects assigned by supervisor
Accurately make independent decisions on product disposition
Trouble shoot various problems and develop corrective action to prevent reoccurrence
Adhere and monitor SOP
Understand/ learn the nature and functionality of the products being handled
Effectively communicate and notify supervisor when there are functional or cosmetic discrepancies
Must be able to accurately input all required data into the manufacturing database
Complete other duties as assigned by leadership