Job Description

IT Technical Support Engineer
The IT Technical Support Engineers role is to ensure a smooth end-user technology experience using active listening, timely communication, and effective troubleshooting. Excellence in this role is achieved by receiving, prioritizing, documenting, and actively resolving end-user service desk requests independently and with other IT personnels assistance as needed.
Responsibilities:
Provide fundamental to advanced technical support for standard office environment equipment (PC, peripherals, printer, network), line of business applications, Microsoft operating systems, and Office products, and cellular devices for users at manufacturing facility.
Organize and contribute high-quality documentation for the IT department
Assist with various IT infrastructure improvement projects and assume the lead role in others where competency is demonstrated
Deploy and maintain the companys IT assets, including Desktops, Laptops, Printers, Cisco IP Phones, and mobile devices
Maintain Help Desk tickets using Zendesk. Serve as first point of contact for users seeking technical assistance.
Troubleshoot and support day to day issues. Ability to prioritize tickets and respond/close in a timely manner.
Provide comprehensive, timely, and valuable communication to customers and vendors as required to keep all parties informed of issues, progress, and solutions
Fast, accurate, and timely turn around on all customer requests
Follow company-specific guidelines and industry best practices for User Administration and security
Minimal travel to support remote locations as needed
Ability to assist and or train other team members or employees when assistance is needed
Required Skills:
Excellent knowledge of Windows 10 operating system and Microsoft O365 applications - Outlook, Word, Excel, PowerPoint, Teams
General understanding of basic Windows Server roles (Windows Active Directory, DHCP, etc.)
Ability to image, deploy, and maintain Windows 10 PCs
Demonstrated proficiency in the diagnostic process of technical issues
Ability to work independently and with direction from other IT personnel
Excellent technical writing skills for documentation and effective ticket management
Ability to multi-task and adapt to changing priorities quickly
Understanding of support tools, techniques, and how technology is used to provide IT services
Self-motivated with the ability to work in a fast-moving environment
Education & Experience:
Associate Diploma in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience preferred
Experience with scripting and automation tools.
Professional IT Certifications preferred, such as: Microsoft MCP/MCSA, or CompTIA A+/Network+
experience working as IT Helpdesk executive in any manufacturing organization.