IT Support Technician I

The IT Support Technician I provides front-line technical support for our team members.  This role is critical to keeping plant operations running smoothly by delivering timely hands-on support for end-user devices manufacturing-floor technology and basic infrastructure issues. The ideal candidate is customer-focused dependable and comfortable working in a fast-paced production environment.

This position reports to the Manager IT Service Delivery and works closely with plant leadership corporate IT teams and plant operations staff.

RESPONSIBILITIES

End-User & Plant-Floor Support

• Provide Level 1 technical support for plant and office users via in-person phone and email requests
• Troubleshoot and resolve basic hardware software and connectivity issues for PCs laptops handheld devices printers scanners and peripherals
• Support IT needs on the manufacturing floor including shared workstations kiosks label printers and other plant-related technology
• Escalate unresolved issues to higher-level support teams following established procedures

Device & Asset Management

• Build configure image and deploy standard computer systems and associated hardware
• Perform moves adds and changes for end-user equipment and workstations
• Maintain accurate inventory of IT assets including computers monitors printers and handheld devices
• Track and assist with end-user software license usage availability

Systems Security & Process Adherence

• Patch and maintain end-user devices in accordance with corporate security and patching standards
• Follow incident problem and change management processes
• Accurately document all work in the enterprise ticketing system to meet service level expectations
• Provide feedback and suggestions to improve standard device images and support processes

Training & Collaboration

• Assist with basic user training on hardware and software tools
• Contribute to the development of support documentation and training materials
• Provide guidance and mentoring to PC Technician interns as needed
• Participate in on-call off-hours or weekend support rotations as assigned
• Performs other duties as assigned

PHYSICAL DEMANDS:

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

While performing the duties of this job the employee is regularly required to sit use hands to finger handle or feel and talk or hear.  The employee is occasionally required to stand walk and reach with hands and arms.  The employee must occasionally lift and/or more up to 25 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The work environment is an office setting with varying degrees of temperature and noise levels. The vast amount of work is conducted in a climate-controlled office. Travel to other plants may be required.

Qualifications :

Required Qualifications:

• High School diploma or equivalent years of experience 
• 1 year of experience in desktop or technical support (internship or hands-on experience considered)
• Strong customer service mindset with a willingness to support users of varying technical skill levels 
• Ability to clearly communicate technical issues to non-technical users
• Excellent verbal and written communication skills
• Must work effectively with all levels of management and employees
• Strong troubleshooting and problem-solving skills
• Familiarity with Windows operating systems and basic Microsoft applications (Outlook Word Excel PowerPoint SharePoint Teams)
• Ability to read and follow technical documentation and procedures
• Self-motivated with strong attention to detail
• Effective interpersonal and teamwork skills
• Valid drivers license and ability to travel to other facilities as needed
• Entry-level Microsoft or desktop support certifications preferred

Preferred Qualifications:

• Associate degree or technical certification in an IT-related field preferred
• Prior experience supporting users in a manufacturing or plant environment 
• A Certification preferred
• 3 year of experience in desktop or technical support 

Additional Information :

The salary range for this role is $22.60 - $25.75 (Hourly).  Actual salaries will vary based on several factors including but not limited to external market data internal equity location and candidate skill set and experience. Base pay is just one component of Jack Links Total Rewards package for Team Members. Other rewards may include annual incentive and program-specific awards. Jack Links provides a variety of benefits to eligible Team Members including medical dental and vision benefits life and disability insurance 401k participation paid holidays and paid time off.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:
Jack Links provides equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic that is protected by federal state or local law.

E-VERIFY:
Jack Links is a participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.  For information about the E-Verify program please visit:  your information will be kept confidential according to EEO guidelines.

Disclaimer:

This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Remote Work :

No

Employment Type :

Full-time