The hours for this role are Monday - Friday 8:30am - 5:00pm. This position is 100% onsite in Lancaster, SC.
Summary of the Position: The IT Service Desk is the point of contact for all IT related incidents and service requests. The role of the Level I Desktop Support Technician is to provide support for all Nutramax Laboratories employees. The Level I Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The position requires one to be able to work in a fast-paced environment which provides services via the phone, e-mail and in person. Work is performed with some supervision but still requires initiative and sound judgement.
Roles and Responsibilities:
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Respond to and resolve new IT support requests in accordance with established SLAs and departmental goals.
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Analyze and resolve technical issues with NMX provided hardware, software, and telephone devices in a timely and accurate fashion.
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Use Critical Thinking and Root Cause Analysis methodologies when performing trouble analysis and following through to resolution or escalation.
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Follow solutions and KB articles to resolve helpdesk incidents.
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Escalate problems and issues to the next level support tier, management, or vendors as stated departmental guidelines, IT Management and/or business requirements.
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Prepare and install new IT equipment, including desktop, laptop, telephone, and other required devices.
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Perform upgrades on various hardware and software solutions.
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Install and configure new IT equipment as required.
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Provide end user training for existing, and planned technologies.
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Implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams as defined by department leadership.
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Maintaining the integrity and the security of the Nutramax network including remote access, password access, file access, and intruder access.
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Demonstrate a vigilant approach to safeguarding every aspect of the Nutramax IT environment against all malicious actors and the exploitation methods used.
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Providing support for home office and remote employees.
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Accurately record, update and document requests using the Nutramax Helpdesk system.
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Conduct basic troubleshooting using verbal and other investigative methods to determine the appropriate level of support needed, resolving issues where possible or escalate to level II
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Use excellent communication skills (verbal and non-verbal) with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
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Develop and maintain end-user documentation of various software and procedures.
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Assist with and complete deliverables as assigned or approved by IT Management. This includes ad-hoc requests and project related tasks.
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Maintain a work environment that is clean and professional looking.
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Perform other assigned duties as may be required in meeting company objectives.
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Communicate effectively with other departments within the organization and function within a team environment.
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Effectively communicate with the users through all stages of the resolution process.
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Regular attendance is required.
Minimum Requirements:
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Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community.
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Working knowledge of networking concepts & technologies, Operating System technologies, and Security concepts.
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Must be customer service oriented.
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Excellent verbal, telephone, and written etiquette.
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Proven ability to follow instructions, work under direct or indirect supervision, and multi-task.
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Effective and efficient troubleshooting and problem-solving skills.
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Must be reliable and possess good organizational skill.
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Ability to lift, move and inspect computer terminals, servers, switches, printers, and related equipment.
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Ability to enter and access information from a computer.
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Capable of sitting for prolonged periods of time at a computer screen.
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Ability to operate general office equipment such as computers, copiers, fax, etc.
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Works in office conditions but may be required to visit other department locations with data processing and related communication equipment.
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Follow solutions and KB articles to resolve helpdesk incidents.
Education and Experience:
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Associate degree in computer science (BS preferred) and/or equivalent technical certification with a minimum of 1-3 years of Information Technology work experience in a LAN/WAN environment.
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Industry recognized technical certification such as a Microsoft MCSE, Network +, Server+ or A+ preferred but not required.
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Working technical knowledge of network and PC operating systems, including the most current Desktop operating system.
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Hands-on hardware/software troubleshooting experience.
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Able to install, support, and troubleshoot server and PC hardware components and peripherals.
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Prior experience with a helpdesk ticketing system.
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Prior experience working with imaging software to configure and deploy computers.
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Prior experience troubleshooting multifunction-printers.
Supervisory Responsibilities: None
