About the position The IT Support Technician is the first point of contact for employees (users), ensuring the security and integrity of computer operations and data in accordance with the IT department's strategic plan. This role is identified as requiring ITAR (International Traffic in Arms Regulations) compliance; therefore qualified candidates must meet the definition of a U.S. Person (per EAR Part 772 and ITAR 120.15): An individual who is granted U.S. citizenship, or An individual who is granted U.S. permanent residence (i.e., a "Green Card" holder), or An individual who is granted status as a "protected person".

Responsibilities

• Demonstrates basic technical understanding of Microsoft Office 365 products, including the Productivity Suite (outlook, word, excel) as well as SharePoint and Teams
• Communicates clearly and effectively to correctly identify user issues and appropriately explain technical information to technical and non-technical users across all levels of the organization
• Installs and configures computer hardware operating systems and applications including laptops, desktops, printers, copiers, phone systems, tablets and other mobile devices, networked manufacturing equipment and peripherals
• Assists staff face-to-face, via email, or via Microsoft Teams or other remote support applications to set up systems or resolve issues
• Troubleshoots technical issues as a first point of contact
• Logs all incidents and service requests in the Help Desk ticketing application; timely recording new incidents, troubleshooting activity, and resolution or escalation steps
• Manages Helpdesk tickets; planning and prioritizing systematically to minimize backlog and ensure operational efficiency
• Provides technical assistance to project teams and undertake technical project roles when required
• Provides technical support by identifying, investigating, and resolving users' problems with computer software and hardware; escalates complex issues to higher level support when appropriate
• Collaborates with employees to research and resolve problems
• Collaborates with the global IT team
• Arranges outside service by software or hardware vendors to repair or replace defective products
• Maintains knowledge of technology innovations and trends; quickly learns new hardware and software as appropriate
• Follows verbal and written instructions; reads and accurately interprets technical specs and instructions, online tutorials and support articles
• Exercises sound judgment in selecting and implementing support recommendations to minimize unnecessary downtime; exercises appropriate discretion and spending in line with established guidelines and authority limitations
• May manage security activities including operation of lobby access systems, badge systems, video security systems, and other access controls
• Performs other related duties as assigned
• Occasional domestic travel by air and/or ground transportation (including overnight travel) may be required

Requirements

• A minimum of two years experience in a similar helpdesk or technical support role is required; a combination of relevant IT training/or work experience may be considered in lieu of job experience
• Advanced technical/vocational training in the IT field, relevant to current technologies is required
• High School Diploma or equivalent required
• Must meet the definition of a U.S. Person (per EAR Part 772 and ITAR 120.15): U.S. citizenship, U.S. permanent residence ("Green Card" holder), or "protected person" status.

Nice-to-haves

• Microsoft certifications preferred
• Experience supporting networked equipment in a shop environment is preferred
• ERP knowledge is advantageous

Benefits

• Comprehensive employee benefit package upon completion of 30 days of employment