IT Support Technician (2nd Shift)
About The Position
The IT Support Technician provides technical assistance to approximately 2,400 users across more than 33 locations in North America. The role identifies, tracks, escalates, and resolves end-user problems, assisting users in person, by telephone, or remotely. It offers exposure to robotic automation, enterprise networking, advanced technologies, and collaboration across a global community. The position is onsite Monday through Friday at Ceco Door, an ASSA ABLOY company, in Milan, Tennessee. It is a second-shift role, with hours from 3:00 p.m. to 11:30 p.m. The position is classified as non-exempt and eligible for overtime, with an hourly pay range of $21.00–$26.00. The final offer depends on experience, skills, and other qualifications.
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.
Nice To Haves
- Associate degree in computer science, information systems, or a related field, and/or equivalent work experience.
- Five or more years of combined progressive experience in a service desk or hands-on technical support environment.
- Experience providing technical support in a manufacturing environment.
Responsibilities
- Provide day-to-day support for business system software and hardware, including iSeries and/or ERP applications, end-user hardware and software, and accounts and access.
- Diagnose hardware and software faults and resolve technical problems by phone or face-to-face.
- Use the transactional ticketing system to document incidents and resolutions and keep users informed of status.
- Collaborate with stakeholders to schedule and manage daily workloads and special projects.
- Assist with and provide information for purchasing; configure and install new devices; and assist with inventory management.
- Provide ad-hoc training to end users on the proper use of hardware and software.
- Communicate professionally with customers by email, phone, and in person, ensuring information is accurate and timely.
- Stop work when concerns remain unresolved and initiate or participate in identifying and implementing corrective and preventive actions.
- Be available for assigned on-call responsibilities.
- Perform other duties as assigned.
Benefits
- Paid time off, including sick and vacation days
- 12 paid holidays
- Medical insurance
- Dental insurance
- Vision insurance
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
