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IT Support Technician

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Company: Infinity CS

Location: Lenox, IA

Date Posted: September 11, 2014

Source: Infinity CS

IT Support Technician
Lenox, IA
Contract to Hire

Provide IT technical support to client end users on a variety of issues. Identify, document, research, and resolve technical incidents and requests, and ensure that resolutions are in compliance with documented service level commitments. Prioritize work load based on the priority of the issue. Works with some direct supervision. This position will be located in our Lenox IA manufacturing facilities; however the position will also support our manufacturing facility in Britt, IA.

Duties:
- Respond to phone, email, and walk-up requests for IT service.
- Document, track, and resolve all issues according to defined service level commitments.
- Work closely with management to understand IT support and project requirements.
- Escalate issues according to technical and management escalation criteria.
- Adhere to all department and company processes and policies.
- Assess and prioritize work load using sound judgment.
- Image desktop computers as required and follow documented asset management ...

IT Support Technician
Lenox, IA
Contract to Hire

Provide IT technical support to client end users on a variety of issues. Identify, document, research, and resolve technical incidents and requests, and ensure that resolutions are in compliance with documented service level commitments. Prioritize work load based on the priority of the issue. Works with some direct supervision. This position will be located in our Lenox IA manufacturing facilities; however the position will also support our manufacturing facility in Britt, IA.

Duties:
- Respond to phone, email, and walk-up requests for IT service.
- Document, track, and resolve all issues according to defined service level commitments.
- Work closely with management to understand IT support and project requirements.
- Escalate issues according to technical and management escalation criteria.
- Adhere to all department and company processes and policies.
- Assess and prioritize work load using sound judgment.
- Image desktop computers as required and follow documented asset management procedures.
- Deploy and trouble shoot issues with fork truck tablets and shop floor PCs and printers.
- Perform process compliance audit functions as required.
- Assist in the maintenance of IT budget activities as it relates to MFI IT support activities.
- Shared IT support on-call responsibilities for after hour emergencies.
- 25-40% domestic travel required. The primary location for this position is in our manufacturing facility in Lenox IA; however we anticipate that the resource would be traveling to Britt, IA at least once per month for 3-5 days. Resource may also occasionally be called upon to support our plants in Wakefield NE or Lake Mills Wisconsin.

Required:
- Two-year technical degree, related technical certifications, or equivalent work experience is required.
- Technical proficiency with PC hardware, Windows operating systems and system management tools.
- 6 to 12 months of experience in an IT support environment is required.
- Awareness of the ITIL process framework is desired
- Exceptional customer service skills. This position represents IT at the MFIs locations. Individual must be able to calmly and effectively manage customer problems and requests.
- Ability to maintain a positive attitude when dealing with MFI end users and their issues and problems.
- Strong sense of urgency and ownership in accepting assignments and delivering service.
- Strong verbal and written communication skills are required.
- Ability to prioritize and manage time effectively.

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