Systems Support Technician

SUMMARY/OBJECTIVE: The PC Technician serves as the frontline technical expert for deploying, maintaining, and troubleshooting end-user computing environments across manufacturing, warehousing, and administrative facilities. This role provides hands-on technical support for desktops, laptops, mobile devices, printers and related endpoint technologies while ensuring a reliable, secure and efficient computing experience for users across all shifts. The PC Technician actively manages service requests via the company’s IT service management tools, delivers timely resolution to incidents and requests, and partners closely with IT teammates and managed service providers to escalate and resolve complex issues. This position plays a critical role in supporting daily operations, continuous improvement initiatives, and the onboarding and training of end users on technology tools. SPECIFIC RESPONSIBILITIES: Desktops/Laptops/Mobile Device Support

• Supports 260+ users across all three shifts.
• Maintains user network credentials.
• Maintains an understanding of legacy and emerging PC, hardware, software, and best practices to provide support.
• Acquires and deploys mobile phones.
• May escalate issues to MSP to resolve particularly complex problems or gain access to specialty skills.
• Collaborate with teammates to maintain the stock of spare parts and spare hardware.
• Provides hands-on-on, onsite support in Fremont and occasionally hands on support to remote sites.
• Provides backup support for the phone system.
• Provide frontline technical support for a diverse workforce utilizing Microsoft-centric technologies, including Microsoft 365 applications, endpoint integrations and collaboration tools.
• Support and troubleshoot Cisco Webex platforms used for calling, meetings, messaging, and cross-functional collaboration.
• Assist users in adopting and effectively utilizing AI-powered productivity tools to improve efficiency, communication, and decision-making.
• Provide user guidance and informal training to promote adoption of collaboration and AI-enabled tools while maintaining security and best practices.
• Future responsibilities may include endpoint preventative maintenance.

Printers/Scanners

• Works with Crown employees to draw out printer, scanner, and fax requirements.
• Collaborate with printer vendor to deliver solutions.
• Maintains the email to fax software.
• Future responsibilities may include printer, scanner vendor and fax vendor management.

IT Continuous Improvement

• Proactively recommend and execute metric based IT improvement actions.
• Proactively recommend new HW/SW to the IT team for consideration for deployment.
• Executes various technical and process projects as assigned.
• Partner with IT leadership to support the development and continuous improvement of emerging productivity and collaboration aligned with the company’s AP modernization strategy.
• Be familiar and compliant with the systems, procedures, and documentation of the Crown Quality System and how it relates to this position and the Crown quality objectives., This position may require travel to other branches and company owned subsidiaries. This job description in no way states or implies that these are the only duties to be performed by the employee. He/she will be required to follow any other instructions and to perform any other duties requested by the Department Manager.

Do you have a Bachelor’s degree?, DESIRABLE TRAITS: Strong ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution; ability to confidently deal with customers on a professional level; ability to overcome obstacles and obtain results under tight timelines; strong communication skills with individuals within the IT field outside the company; ability to communicate with people possessing varying knowledge of computer literacy from beginner to expert; ability to work in fast-paced environment and work proactively, * Bachelor’s degree or equivalent experience

• 5+ years’ experience working in an IT Support function with 200+ users required
• Prior Managed Service Provider experience
• Experience with AI enabled products and services (preferred)