IT Support Technician

Koppert Biological Systems, Inc.•Hartland Township, MI

15h•Hybrid

About The Position

The IT Support Technician will provide first-line support for IT hardware, software, and systems for both on-site and remote employees. The IT Support Technician should possess a basic working knowledge of computer networking and troubleshooting. They will work with the internal Global IT Helpdesk team to support 100+ users by providing maintenance to the computer desktop environment and production systems by analyzing requirements, resolving problems, and installing hardware and software solutions.

Requirements

High school diploma required, post-secondary education considered a plus.
1+ years of practical and relevant IT support experience required.
1+ years of experience working with Microsoft 365 (D365, Intune, Power BI, Power Automate) required.
Strong understanding of computers (both hardware and software) and familiarity with platforms such as Windows Admin Tools, Citrix, Microsoft VDI, Dynamics Finance and Operations, and Dynamics CE.
Experience with building and deploying Power BI forms and Power Automate flows.
Familiarity with service management software (Freshdesk) or other IT ticketing system.
Strong written and verbal communication skills.
Ability to speak Spanish or Dutch is a plus.
Working knowledge of networking concepts and protocols.
Knowledge of hardware, software, and related technology for supporting iOS and Android.
Strong problem-solving skills and ability to troubleshoot a variety of issues.
Willingness to learn and apply new technologies.
Ability to work effectively with all people, act as a team player, and operate with a sense of urgency.

Responsibilities

Receive and respond to calls, tickets, emails, and chat messages to provide first-line support for problems on all applications and hardware configurations.
Configure and troubleshoot desktop PCs, laptops, and related software and peripherals for all new and existing employees on-site or remotely.
Diagnose and resolve issues in a timely matter related to hardware malfunctions, passwords, printer configurations/errors/jams, software installations/configurations, remote connection, and wireless configuration/connectivity.
Evaluate and properly escalate service requests that match suitable resources.
Log all IT related incidents with the use of service management software (Freshdesk).
Investigate, troubleshoot, document, and resolve hardware and software issues and help desk requests.
Monitor and follow up on all outstanding issues to ensure proper and efficient resolution.
Support the administration of the computer network and production systems and make repairs as necessary.
Mobile device support and management, including setting up new phones and laptops using Microsoft Intune.
Orient and train new employees on devices/equipment, tools, and IT procedures.
Provide timely support for problems regarding critical events such as security breaches, viruses, and server and service outages for domestic Koppert offices.
Document procedures and processes for internal use.
Assist in special projects and perform any other related duties consistent with the scope and intent of the position.