IT Support Technician

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 departments strategic FunctionsTo perform this job an individual must be able to perform each essential duty. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential basic technical understanding of Microsoft Office 365 products including the Productivity Suite (Outlook Word Excel) as well as SharePoint and TeamsCommunicates clearly and effectively to correctly identify user issues and appropriately explain technical information to technical and non-technical users across all levels of the organizationInstalls and configures computer hardware operating systems and applications including laptops desktops printers copiers phone systems tablets and other mobile devices networked manufacturing equipment and peripheralsAssists staff face-to-face via email or via Microsoft Teams or other remote support applications to set up systems or resolve issuesTroubleshoots technical issues as a first point of contactLogs all incidents and service requests in the Help Desk ticketing application; timely recording of new incidents troubleshooting activity and resolution or escalation stepsManages Helpdesk tickets; planning and prioritizing systematically to minimize backlog and ensure operational efficiencyProvides technical assistance to project teams and undertakes technical project roles when requiredProvides technical support by identifying investigating and resolving users problems with computer software and hardware; escalates complex issues to higher-level support when appropriateCollaborates with employees to research and resolve problemsCollaborates with the global IT teamArranges outside service by software or hardware vendors to repair or replace defective productsMaintains knowledge of technology innovations and trends; quickly learns new hardware and software as appropriateFollows verbal and written instructions; reads and accurately interprets technical specs and instructions online tutorials and support articlesExercises sound judgment in selecting and implementing support recommendations to minimize unnecessary downtime; exercises appropriate discretion and spending in line with established guidelines and authority limitationsMay manage security activities including the operation of lobby access systems badge systems video security systems and other access controlsPerforms other related duties as assignedOccasional domestic travel by air and/or ground transportation (including overnight travel) may be required