IT Support Technician

Support end users and internal teams by troubleshooting, deploying, and maintaining IT systems across devices, Microsoft environments, and line-of-business applications.

Responsibilities

• Deliver fundamental to advanced technical support for office equipment and end-user needs, including PCs, peripherals, printers, and network
• Support line of business applications, Microsoft operating systems, and Microsoft Office products
• Provide support for cellular devices and manage device-related issues for end users
• Contribute to IT documentation and update the end-user ServiceNow knowledgebase
• Deploy and maintain company IT assets, including desktop/laptop PCs, printers, network hardware, backup server, and Apple mobile devices
• Investigate alerts and notifications from the remote monitoring and management system and respond via service tickets
• Ensure timely, accurate issue resolution for customer requests
• Communicate progress and resolutions with customers and vendors using phone, email, and ticketing
• Follow company-specific User Administration and security guidelines
• Maintain accurate, thorough documentation in the service ticketing system
• Assist and/or train other team members when support is needed
• Support infrastructure improvement projects, including taking the lead on projects where competency is demonstrated
• Perform minimal travel to other states to support remote locations as needed

Requirements

• Excellent knowledge of Windows operating systems and Intel-based PCs
• Three years of experience in a similar position
• General understanding of Windows Server roles including DHCP, NTFS sharing & security, and print server
• General understanding of network topology and BCDR operations, plus associated hardware
• Working knowledge of, or ability to learn, multiple software technologies including network management systems, software deployment systems, and hardware management systems
• Demonstrated ability in the diagnostic process for technical issues
• Ability to work independently and with direction from IT leadership
• Excellent technical writing for documentation and ticket management
• Strong interpersonal skills including communication, active listening, and customer care
• Ability to multi-task and adapt quickly to change
• Understanding of support tools and techniques used to provide IT services
• Self-motivated for a fast-moving environment
• Associate’s or Bachelor’s degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience
• Experience with scripting and automation tools preferred
• Professional IT certifications preferred/required such as Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network+

Technologies

• Windows operating systems
• Microsoft Office products
• Microsoft operating systems
• Microsoft Windows Server
• DHCP
• NTFS sharing & security
• BCDR operations
• ServiceNow
• Remote monitoring and management system
• Service tickets
• Network management systems
• Software deployment systems
• Hardware management systems
• Apple mobile devices

Work Environment & Physical Requirements

• Manufacturing and office environment
• Moderate walking, standing, stooping, bending, kneeling, and reaching
• Occasional lifting and carrying up to 50 pounds
• Operate tools, equipment, and machinery according to company policies and procedures
• Maintain a clean and safe work area
• Follow established safety procedures
• Correct unsafe conditions when possible and report hazards to management or the Safety Committee immediately

Location: Portage, MI (onsite)