PRIMARY RESPONSIBILITY: The IT Help Desk Technician will serve as the first point of contact for employee IT support, handling the day-to-day workload of troubleshooting, resolving, and escalating basic hardware, software, and access issues to keep team members productive.
TEAMWORK
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Help each other succeed
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Communicate clearly and directly, listen well
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Encourage teammates
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Blameless problem solving
HONESTY AND INTEGRITY
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Honor your commitments
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Do the right thing
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Consistent in your attitudes and actions
LEAN
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Improve processes
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Open to new ideas
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Share information, and teach
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Expose issues
NUMBERS FOCUSED
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Deliver results
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Analyze data for improvement
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Take ownership and accountability
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Work smarter, not harder
EXCELLENCE
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Exhibit passion in serving customers
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Contribute solutions
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Sense of urgency
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Be the best at what you do
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Seek knowledge
FUN
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Be positive
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Celebrate achievements
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Don’t take yourself too seriously
CHARACTERISTIC DUTIES:
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Serve as the first point of contact for employee IT support requests via phone, email, and in person.
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Log, track, and prioritize support tickets through the help desk ticketing system.
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Troubleshoot and resolve basic hardware, software, and connectivity issues for end users.
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Set up, configure, and deploy workstations, laptops, monitors, and peripherals for new-hire onboarding and existing employees, coordinating with HR on start dates and equipment needs.
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Provision and deprovision of user accounts and system access for onboarding, transfers, and offboarding, in coordination with HR; manage routine password resets and access requests
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Install, update, and configure standard software applications and printers.
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Escalate complex or unresolved technical issues to the IT Integration Specialist or appropriate IT staff.
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Maintain accurate inventory of IT equipment, supplies, and loaner devices.
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Provide basic end-user training and how-to guidance on standard software and hardware use.
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Document recurring issues and solutions to build out the team’s knowledge base.
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Other duties as assigned
REPORTS TO: Director of Technology
WORKS WITH: Vendors & Future Form Team Members
SAFETY REQUIREMENTS OF POSITION:
Follow all OSHA safety regulations and those set by Future Form Manufacturing
REQUIREMENTS OF POSITION:
Essential
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High school diploma or equivalent required; associate’s degree in information technology, Computer Science, or a related field preferred.
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CompTIA A+ certification preferred.
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1-2 years of experience in a help desk, technical support, or customer service role.
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Solid working knowledge of Windows and Mac OS, Microsoft Office 365, and common business applications.
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Familiarity with troubleshooting PCs, printers, mobile devices, and basic networking concepts.
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Strong customer service, communication, and problem-solving skills.
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Ability to manage multiple support requests and priorities in a fast-paced environment.
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Experience with a help desk ticketing system a plus.
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High school graduate plus relevant vocational training (e.g. sheet metal work)
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Experience in a manufacturing environment
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Ability to perform basic setups in a variety of departments
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Ability to read drawings
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Ability to use precision measuring equipment
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Ability to create spreadsheets and graphs using Excel or the equivalent
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Ability to create and file Work documents
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Additional math skills relating to algebra, geometry and/or trigonometry
PHYSICAL REQUIREMENTS OF POSITION:
Sit 42%, Stand 15%, Walk 23%, Bend 8%, Squat 2%, Lift 5%, Twist 0%, Kneel 3%, Reach Above Shoulder 0%, Climb 0%, Drive 2%, Push/Pull 0%.
Must be able to lift up to 35 pounds on a regular basis. Must have normal vision (with or without corrective lenses) and hearing (with or without corrective hearing aids).
Working Environment: Office environment / Shop environment. Moderate noise level. Exposure to dust, heat and cold.
This position will require drug testing per company policy.
