IT Technical Support

BTI Solutions•Kokomo, IN

1d•Onsite

About The Position

Serving as the initial point of contact for internal applications, hardware, mobile, and remote technology in a manufacturing environment. This role involves logging, categorizing, and actioning all incoming ticket activity in the Helpdesk Ticketing system, following up on outstanding issues with customers, and troubleshooting hardware, software, and network problems. The position also requires documenting procedures, FAQs, and inventory of assets, isolating problem trends, and completing troubleshooting efforts for recurring problems to find permanent solutions. Additionally, the IT Technical Support role provides technical advice to executive-level personnel and their assistants, offers extraordinary IT support to C-level customers ensuring high satisfaction, and builds trust to act as a bridge between customers and the consulting group for new business opportunities. This role also administers the Company Security program, Company VPN, and is responsible for IT policy and application form creation. VIP and business traveler support are key aspects, along with IT server room cleanup and issue follow-up, network issue checkups in cooperation with the Network team, file server issue checkups in cooperation with the Server team, and PC/laptop repair and software issue solving.

Requirements

Strong working knowledge of core applications including Windows 7/10/11, Microsoft Office, Imaging Software, SCCM and Active Directory
Excellent problem-solving, communication and interpersonal skills
Ability to prioritize and organize work to meet defined SLA's
Bachelor’s degree preferred with at least 1+ years of Corporate Tech Support experience
Must be willing to travel up to 10 % of time

Nice To Haves

Android mobile in corporation experience is a plus
Strong understanding of server or network basic skills

Responsibilities

Serving as initial point of contact for internal applications, hardware, mobile and remote technology in a manufacturing environment
Logging, categorizing and actioning all incoming ticket activity in the Helpdesk Ticketing system
Following up on any outstanding issues with customers regarding status and closure of incidents/requests
Troubleshooting and resolve hardware, software and network problems
Document procedures, FAQs, and inventory of assets
Isolate problem trends and complete troubleshooting efforts for recurring problems until discovery of permanent solutions.
Provides technical advice to executive-level and their assistant based on developed expertise in the field of IT
Provide extraordinary IT support to customers at the C-level, and ensure high level of customer satisfaction
Build trust and good relationship with customer and act as a bridge between customer and consulting group for new business opportunities
Company Security program administrator
Company VPN administrator
Company IT policy and application form creation
VIP support, Business travelers support
IT server room cleanup and follow up all kind of issue in IT room
Network issue checkup and cooperation with Network team
File server issue checkup and cooperation with Server team
PC and laptop repair and software issue solving skill
Security application management
Windows and printer issue solving skill
Server and Network basic knowledge