IT Support Technician

ASSA ABLOY•Milan, TN

17d•$21 - $26•Onsite

About The Position

The IT Support Technician provides technical support to approximately 2,400 end users across more than 33 North American locations. The role identifies, tracks, escalates, and resolves end-user issues, providing assistance in person, by telephone, and remotely. It offers exposure to robotic automation, enterprise networking, advanced technologies, and collaboration with a global community. This is an onsite position at Ceco Door in Milan, Tennessee, Monday through Friday. The technician supports business software and hardware, including iSeries and/or ERP applications, end-user devices, software, and accounts/access. The role also involves diagnosing and resolving technical faults, documenting incidents and resolutions in a ticketing system, coordinating daily work and projects with stakeholders, assisting with purchasing and inventory, installing and configuring devices, and training end users. The technician maintains professional communication with customers, may stop work until concerns are resolved and initiate or participate in corrective and preventive actions, and must fulfill assigned on-call responsibilities. Other duties may be assigned.

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.
Working knowledge of Microsoft Active Directory, software deployment, video conferencing, CAD applications, and telecommunications solutions.
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.
Ability to fulfill assigned on-call responsibilities.

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.

Responsibilities

Identify, track, escalate, and resolve end-user problems across approximately 2,400 users at more than 33 North American locations.
Provide technical assistance in person, by telephone, and remotely.
Provide day-to-day support for business system software and hardware, including iSeries and/or ERP applications, end-user hardware and software, and accounts/access.
Diagnose hardware and software faults and resolve technical problems over the phone or face-to-face.
Use the transactional ticketing system to document incidents and resolutions and keep users updated on status.
Collaborate with stakeholders to schedule and manage daily workloads and special projects.
Assist with purchasing processes, configure and install new devices, and assist with inventory management.
Provide ad-hoc training to end users on proper use of hardware and software.
Communicate professionally with customers through email, phone, and in-person interactions, ensuring information is accurate and timely.
Stop action on work until concerns are resolved and initiate and/or participate in actions to correct existing issues and prevent future occurrences.
Fulfill assigned on-call responsibilities.
Perform other duties as assigned.