Senior Tier One IT Support Technician

In a fast-paced factory environment, the IT Tier 1 Support Technician plays a vital role in maintaining, optimizing, and securing our information technology infrastructure.  This multifaceted role requires expertise in Microsoft environments, IBM iSeries, VMware, network management with HP switches and Cisco Firewall, and responsive desktop support.  Additionally, you will work collaboratively with developers to ensure the seamless operation of IT systems supporting factory operations. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

ESSENTIAL DUTIES AND RESPONSIBILITIES - include the following.

•  End-User Support & Troubleshooting:

• • Provide first-line technical support for users, addressing issues related to Microsoft environments (Windows OS, Office, etc.).
  • Diagnose and resolve hardware and software problems on desktops, laptops, and peripherals.
  • Assist users with configuring and troubleshooting applications, email, and network connectivity issues.
• Network Management:
  • Monitor network infrastructure for basic connectivity issues and troubleshoot as needed (e.g., switches, routers, Wi-Fi).
  • Assist in configuring and maintaining network devices to ensure uninterrupted factory operations.
  • Escalate complex network problems to next level or Tier II IT team(s) when necessary.
• Desktop Support:
  • Set up, configure, and maintain desktop computers, laptops, and other end-user devices.
  • Ensure that operating systems and software are properly installed, updated, and functioning.
  • Provide support for peripherals such as printers, scanners, and mobile devices.
• Collaboration with IT Sections:
  • Work closely with other IT sections (Systems, Data Engineering, AS400, Development) to escalate unresolved issues and ensure comprehensive troubleshooting.
  • Participate in cross-functional IT meetings to communicate support trends and collaborate on broader IT initiatives.
• Documentation Maintenance & Improvement:
  • Maintain up-to-date documentation of support procedures, common troubleshooting steps, and IT configurations.
  • Ensure that all resolutions are thoroughly documented and added to the knowledge base.
  • Regularly review and update existing documentation to reflect changes in procedures or systems.
• Process Efficiency & Optimization:
  •   Identify recurring issues and work with the IT team to find ways to improve processes and enhance efficiency.
  •   Proactively suggest automation or improvements to reduce downtime and improve user satisfaction. 
  •   Collaborate with other IT sections to streamline workflows and reduce duplication of effort in the support process.
• Customer Service & Communication:
  • Provide excellent customer service, ensuring timely resolution of issues (while maintaining adequate levels of communication to keep users informed throughout the troubleshooting process.
  • Communicate effectively with non-technical users, explaining solutions and providing guidance in a clear, understandable manner.
• Other duties may be assigned. 

 

EDUCATION and/or EXPERIENCE

• Bachelor’s degree (BS) in Computer Science, Information Technology, or a related field required. 5-7 years of experience in IT support, particularly in a Microsoft environment required.
• CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications are preferred.
• Proficiency with Microsoft Windows OS, Office 365, and other desktop applications.
• Basic understanding of network concepts such as TCP/IP, DHCP, and DNS.
• Experience with troubleshooting hardware, software, and network issues in a factory or fast-paced environment.

LANGUAGE SKILLS

Strong communication and interpersonal skills, especially in a factory environment with diverse stakeholders required. Team -oriented and able to collaborate effectively across multiple IT departments. Fluent in English. 

MATHEMATICA