Help Desk Support Engineer - Remote

The Help Desk Support Engineer will be on the frontline of support for the organization. Support hours for the organization are Monday through Friday 8AM to 6PM Eastern. The role will have after-hours support based on a rotation to be assigned by the Help Desk Manager. This is a remote position with less than 5% travel.

Additionally, the Help Desk Technician should maintain a high level of customer service in line with the organization’s expectations and should work to ensure minimal production downtime while working in a manufacturing environment. Working on variety of support issues, this role will serve as a business partner for the support of business applications solutions and processes., * Comfortable working on and assisting others through company help desk software, and remote access desktop programs.

• Act as the initial point of contact for all computer and system related concerns
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Attend in-person meetings with management to discuss, analyze, troubleshoot and diagnose hardware and/or software issues.
• Resolve technical issues related to network interruptions, and actively update, maintain, and monitor all aspects of computer networks.

Do you have experience in macOS?, Do you have a Associate’s degree?, * Ability to work to corporate service level agreements.

• Strong interpersonal and oral communication skills, attention to details.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to present ideas and solutions in articulate, user-friendly language.
• Highly self-motivated and directed.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment., * Associate degree or equivalent experience in Information Systems, Business, or related technical field.
• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services.
• Proficiency in English
• Expert knowledge on Win 10 and 11
• Working knowledge of Active Directory
• Working knowledge of MAC OS
• Working knowledge of mobile devices, laptops and desktops
• Working knowledge of common desktop applications including Microsoft 365
• Working knowledge of client/server printing
• One of the following certifications: A+, Network+, Microsoft MDAA or equivalent

Preferred Skills:

• Familiarity working in a manufacturing environment.
• Understanding of common Help Desk Applications and toolsets

Hood Container Corporation is a family-owned, Mill to Market company, specializing in containerboard and kraft paper, corrugated boxes, high graphic displays, and contract packaging. Our commitment to customer happiness, employee well-being, environmental stewardship, and operational excellence drive our business. Over the last decade, Hood Container Corporation has grown to become one of the top ten Paper and Packaging Companies in the United States. To learn more about Hood Container Corporation visit www.hoodcontainer.com or check us out on social media! Monday - Friday 8am - 6pm EST