End User Support Technician

The End User Support Technician provides first-line entry level basic to moderate complexity support for IT issues within an integrated manufacturing/distribution/office facility. Will be part of a talented team of IT professionals that demonstrate superb technical competency, delivering mission critical infrastructure and ensuring the highest levels of availability, performance, and security. Involved in troubleshooting of IT hardware and software in the site and supporting remote users. Manages day-to-day operations of O365 and shared business applications, telecommunications, and various other technical infrastructure. Act as tier-1 and tier-2 IT support as required for local and remote users including monitoring the operating environments, responding to incidents, problems, and planning for growth. Participate in all aspects of IT project execution and day-to-day IT functions including technical innovation, change control and documentation.

Responsibilities

Submit, assign, and monitor tickets in the service desk queue. Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the set SLA; Maintain service level role performance by supporting users via business phone, emails, and other collaboration tools to ensure objectives are achieved; Execute day-to-day functions of support for both on-site and remote users ensuring that the appropriate prioritization and procedures are followed; Strive to provide exceptional customer service for the users on a consistent basis, exhibit empathy to user problems and take full ownership of providing prompt support for all IT needs; Be able to work on a flexible and collaborative team (onsite\remote); Conduct independent research by reading knowledgebase articles, manuals, and procedure documents; Manage problems through resolution with clear communication and status updates for affected users and management; Provide on-call support and weekend coverage based on business requirements; Perform other duties as assigned

Requirements

Associate degree in Information Systems, related field, or equivalent experience; Experience with ITIL; Must be able to respond and complete IT help tickets in a timely manner and escalate more complex issues to senior team members; Demonstrated skill in troubleshooting technical issues, determining root causes and escalating as needed; able to troubleshoot basic to moderately complex IT issues with PCs, laptops, phones, printers and mobile devices and associated software within the Microsoft stack, Office 365, Windows 7-11, and Active Directory; Must be able to follow documented processes and procedures but make suggestions for improvement if better ideas come to mind; Must be able to image PCs and ensure all PCs and laptops remain compliant with security, patch and antivirus updates; Desktop support to include automation with NinjaRmm\Intune or similar products; Scripting experience; Experience in a manufacturing environment (Zebra printers, RF Scanners, and other workstation devices); Actively seeks out and supports collaborative thinking and problem solving with others in the organization; Strong communication and conflict resolution skills; Able to exercise independent judgment and act on it; Excellent analytical, mathematical, and creative problem-solving skills; Excellent listening, interpersonal, written, and oral communication skills; Logical and efficient, with keen attention to detail; Highly self-motivated and directed; Ability to effectively prioritize and execute tasks while under pressure; Strong customer service orientation; Experience working in a team-oriented, collaborative environment

Nice to have

MCSA; Network+; CCNA; ITIL; Security+; Azure; AWS; Server 2008-2019 file shares, permissions, and connectivity experience; NinjaRmm

Benefits

Eligible to enroll in comprehensive benefits on first day of employment; Medical, Dental, Vision, and Prescription Drug insurance plans; Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family; Tax advantaged spending accounts for health and dependent care expenses; Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning; Generous paid time off for personal use, holidays, and parental leave; Company-sponsored life insurance; 401(k) with fully vested company match; additional annual discretionary contribution; Financial and retirement advising