Desktop Support

Key Responsibilities:

Technical Support:

• Provide first and second-level support for hardware, software, and network issues to on-site and remote employees.
• Diagnose and resolve technical issues related to desktops, laptops, printers, scanners, and other peripherals.
• Ensure prompt resolution of user issues to minimize downtime and maintain operational efficiency.

System Maintenance:

• Install, configure, and maintain operating systems, software applications, and patches on desktop and laptop systems.
• Conduct regular system updates and maintenance checks to ensure peak performance.
• Assist with hardware upgrades and replacements as needed.

User Training and Documentation:

• Provide training and guidance to employees on IT best practices and proper use of technology tools.
• Maintain accurate records of support activities, including troubleshooting steps, resolutions, and asset management.

Networking and Security:

• Support local area network (LAN) connectivity, including cabling, routers, switches, and Wi-Fi systems.
• Ensure adherence to IT security policies by implementing and maintaining appropriate controls, such as endpoint protection and user authentication systems.

Collaboration and Communication:

• Work closely with cross-functional teams, including production and engineering, to ensure IT systems support manufacturing goals.
• Escalate complex issues to higher-level support or vendors when necessary, ensuring clear communication and follow-through.

Special Projects:

• Assist with IT infrastructure projects, including new system deployments, migrations, and hardware installations.
• Provide technical input for IT-related process improvements in the manufacturing environment.

Qualifications:

Education:

Associate degree in IT, Computer Science, or related field. Bachelor’s degree preferred. Relevant certifications (e.g., CompTIA A+, Microsoft MCP, ITIL) are a plus.

Experience:

• 2+ years of experience in desktop support, preferably in a manufacturing or industrial setting.
• Hands-on experience with Windows and Mac operating systems, Microsoft Office Suite, and remote support tools.
• Knowledge of ERP systems, industrial software, and machine interface technologies is an advantage.

Skills:

• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Familiarity with basic networking concepts and IT security practices.

Working Conditions:

• Work is primarily on-site in a manufacturing facility with some exposure to industrial environments.
• Ability to lift up to 50 lbs. and perform installations requiring physical effort.
• Occasional after-hours support and participation in an on-call rotation may be required.