IT Helpdesk Technician

• Manage incidents and requests from end users to include work-station setup, hardware and software troubleshooting, software installations and updates, set-up/repair/replacement of network cabling or other network hardware

• Ability to address level 1 (call management) level 2 (resolution with procedure) or level 3 (depending on skills) IT troubleshooting issues

• Renew plant user PCs and Phones as needed

• Provide monthly support reporting from support tool

• Ensure standardized solutions are documented in support tool activities

• Provide incident and request management such as collecting end users incidents and requests, solving issues and answering requests

• Manage Level 1 support (solve issues using experience, procedures and trainings)

• Manage Level 2 support (problems not documented) and document solutions

• Reassign hardware or software issues that require escalation to the right person (technician, admin, manager) if necessary

• Answer user questions effectively and deploy best practices

• Perform hardware inventory management: keep accurate inventory of IT assets (office, production hardware) as well as plan renewal of hardware & replace obsolete equipment

• Reconfigure hardware equipment depending on users' needs

• Communicate to the users the IT assets' rules of use and the local IT organization to support the assets

• Must have 3+ years' experience in similar IT Technician or IT Helpdesk Specialist role in an industrial or automotive manufacturing environment

• Must have previous experience in support and maintenance of hardware and software including user workstations in a production environment

• Proficiency with Azure AD, Microsoft 365, SAP (preferred)

• Ability to deploy multiple types of PCs, laptops, peripherals, and personal communication devices (tablets, smartphones, etc.) through different providers as needed

• Strong dedication to Safety

• Minimum High school diploma or GED

**Must be authorized to work in the US for any employer, regardless of authorization or visa transfer

**Must be able to pass a pre-employment drug test and background check to be eligible for hire