Job Functions:

Investigates and resolves computer users software and hardware problems. Answers and resolves help desk tickets in an efficient and scalable manner. Ensures the security and stability of user infrastructure. Develops and completes well thought out improvement projects.

Other Job Duties:

• Prioritizes incoming help desk, remote, and in-person requests for assistance from users experiencing problems with hardware, software, networking, wireless, and other computer related technologies
• Interviews users to collect information about problems and leads users through diagnostic procedures to determine actual source of error
• Handles problem recognition, research, isolation, resolution, and follow-up of user problems for permanent fixes
• Supports business tools and relationships such as cellular, VoIP, and VPN providers
• Maintains documentation, troubleshooting steps, and resolutions adequately for repeatability by other staff
• Maintains user PC software, hardware, inventory, spares, updates (through WSUS), and desktopnetwork cabling
• Calls software and hardware vendors for service as needed
• Supports workflow resources using company intranet, smart forms, and cloud systems
• Trains users regularly on software, hardware, and security on-site or in classroom and recommends outside contractors to provide training when needed
• Conducts thorough new hire orientation and ongoing user knowledge base
• Installs/moves company computers, laptops, and peripheral equipment
• Maintains and changes local/cloud user software permissions
• Provides print/copy, scan, phone, and fax support
• All other duties as assigned.

Skills/Qualifications:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

Education and/or Experience:

Associates degree (A.A.) or equivalent from two-year College or technical school, and two or more years related experience and/or training, or equivalent combination of education and experience.

Computer Skills:

Proficient in applications of Microsoft Windows 10, and Office 365. Must have a thorough understanding of computer hardware and networking fundamentals. Must have software deployment, system image management, NTFS permissions experience, computer and network security, and task automation skills. Deeper Active Directory and group policy experience is a plus.

Language Skills:

Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence as well as speak effectively before groups of employees of the organization. Must be able to speak, read, and write English.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to do the following activities:

• Remain in a stationary position frequently on a daily basis.
• Operate a computer for up to eight hours on daily basis.
• Have specific vision abilities that include close vision, distance vision, depth perception, peripheral vision, and ability to adjust focus to perform essential functions and job duties.
• Frequently move about or traverse warehouse, production and office environment on a daily basis.
• Regularly carry, move, and transport objects or boxes up to 15 pounds and occasionally carry, move, and transport objects or boxes up to 25 pounds.
• Regularly use hands to finger, handle, or feel objects, tools and controls to perform essential functions and job duties.
• Occasionally required to obtain or move objects above head.

• Occasionally ascend or descend, work atop equipment used in work environment to perform essential functions and job duties.

• Regularly grasp and retrieve objects and items needed to perform job.
• Frequently ascends or descends, works atop equipment, moves around objects to perform job duties

Work Environment:

A typical office area and production/assembly environment.

Physical presence is essential for position

This job description is subject to change at any time.