The in-house/on-site IT – Service Desk team member is responsible for providing information technology help desk support throughout the organization. This position will be the first line of support for all incoming technical support tickets and phone calls. This person will also support on-call activities as part of a rotation to ensure IT functions always remain operative.

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  Ticket handling; First response ticket intake(Phone/email), internal contact to IT department, ensure ticket documentation is maintained, and responses are completed in a timely manner
• Act as internal contact to IT department, ensuring that tickets are created for all incoming support requests taken over the phone or received by email
• Help desk support; physical PC/desk phone/cellphone/printer support, such as configuring laptops, desktops, network password resets, user-based application support, installing applications, deploying replacement components and peripherals, and configuring mobile devices and tablets
• System patching; manage the application and operating system updates for all end user devices within the organization deploying patches using Manage Engine, following the standard deployment schedule
• Miscellaneous Server administration as skill set allows, including but not limited to, email administration, AS/400 system support, file server and print server maintenance, switch configuration, and supporting backup solutions
• Document various processes such as network changes when working with other IT members, tracking of IT assets when deployed or replaced
• Perform on-call support as part of a rotational support structure providing solutions to all critical production IT problems 24/7 during assigned on-call periods, following the escalation process when necessary.

Education

Experience

• 1-2 years of experience in IT Helpdesk/Desktop support is preferred
• 1-2 years’ experience in manufacturing, automotive considered a definite asset

Skills and Abilities

• Actively listening to fellow team members about concerns or issues that arise due to software/hardware failures; listen to needs of the team members and develop solutions to issues
• Ability to show versatility and resourcefulness when problem solving; develop solutions to a variety of issues.
• Strong interpersonal skills; ability to effectively communicate with team members to derive problems and determine needs
• Ability to organize priorities based on deadlines and importance of tasks
• Manage time efficiently while working on several different tasks at once
• Ability to adapt to changing demands from team members when software failure happens
• Ability to effectively work within a small group of professionals to achieve shared and personal goals
• Maintain a high level of accuracy and detail orientation when developing software systems
• Sense of creativity when developing new software to deal with multiple types of issues from team members

Other