IT Support Technician
About The Position
The IT Support Technician provides technical support to approximately 2,400 users across more than 33 locations in North America. The role identifies, tracks, escalates, and resolves end-user problems, offering assistance in person, by telephone, or remotely. It includes exposure to robotic automation, enterprise networking, and collaboration across a global community. The position is onsite Monday through Friday at Ceco Door in Milan, Tennessee, and is classified as non-exempt and eligible for overtime. The technician supports business software and hardware, including iSeries and/or ERP applications, end-user devices, software, and accounts or access. The role also documents incidents and resolutions in a transactional ticketing system, keeps users updated, helps coordinate daily workload and special projects, assists with purchasing and inventory, configures and installs devices, and provides ad hoc end-user training. The technician serves as a professional point of contact between the IT department and its customers and may stop work or initiate corrective and preventive actions when concerns arise. Assigned on-call responsibilities are part of the role.
Requirements
- High school diploma or GED.
- Strong experience supporting Microsoft operating systems and Office products.
- Experience troubleshooting computer hardware, peripherals, networks, printers, VPNs, file shares, antivirus solutions, VoIP, Citrix, PDF applications, and other common software.
- Strong communication, critical-thinking, troubleshooting, and decision-making skills.
- Ability to prioritize multiple requests and work independently with general direction.
- Detail-oriented, methodical approach to resolving technical issues.
- Customer-focused mindset and eagerness to work directly with end users.
Nice To Haves
- Associate degree in computer science, information systems, or a related field, and/or equivalent work experience.
- At least 5 years of combined progressive experience in a service desk or hands-on technical support environment.
- Experience providing technical support in a manufacturing environment.
- Working knowledge of Microsoft Active Directory, software deployment, video conferencing, CAD applications, and telecommunications solutions.
Responsibilities
- Identify, track, escalate, and resolve end-user problems for users across North American locations.
- Provide technical assistance in person, by telephone, or remotely.
- Provide day-to-day support for business system software and hardware, including iSeries and/or ERP applications, end-user hardware and software, and user accounts and access.
- Diagnose hardware and software faults and resolve technical problems.
- Document incidents and resolutions in the ticketing system and keep users updated on status.
- Collaborate with stakeholders to schedule and manage daily workload and special projects.
- Assist with purchasing, configure and install new devices, and help manage inventory.
- Provide ad hoc training to end users on proper hardware and software use.
- Communicate professionally with IT customers by email, phone, and in person, ensuring information is accurate and timely.
- Stop work when concerns need resolution and initiate or participate in corrective and preventive actions.
- Fulfill assigned on-call responsibilities.
- Perform other duties as assigned.
Benefits
- Paid time off, including sick and vacation days.
- 12 paid holidays.
- Medical, dental, vision, life, and AD&D insurance.
- Health and flexible savings accounts, subject to eligibility requirements.
- 401(k) with company contributions.
- Tuition reimbursement.
- Learning and career development opportunities.
- Employee Assistance Program.
- Employee discount and recognition programs.
- Well-being and employee experience initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
