End User Support Technician

About the role

The End User Support Technician provides first-line entry level basic to moderate complexity support for IT issues within an integrated manufacturing/distribution/office facility. This role is part of a talented team of IT professionals that demonstrate superb technical competency, delivering mission critical infrastructure and ensuring the highest levels of availability, performance, and security.

Responsibilities

• Submit, assign, and monitor tickets in the service desk queue.
• Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the set SLA.
• Maintain service level role performance by supporting users via business phone, emails, and other collaboration tools to ensure objectives are achieved.
• Execute day-to-day functions of support for both on-site and remote users ensuring that the appropriate prioritization and procedures are followed.
• Strive to provide exceptional customer service for the users on a consistent basis, exhibit empathy to user problems and take full ownership of providing prompt support for all IT needs.
• Work on a flexible and collaborative team (onsite emote).
• Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.
• Manage problems through resolution with clear communication and status updates for affected users and management.
• Provide on-call support and weekend coverage based on business requirements.
• Perform other duties as assigned.

Qualifications

• Associate degree in Information Systems, related field, or equivalent experience.
• Preferred Certifications: MCSA, Network+, CCNA, ITIL, Security+, Azure, or AWS.
• Knowledge & Experience:
  • Must be able to respond and complete IT help tickets in a timely manner and escalate more complex issues to senior team members.
  • Demonstrated skill in troubleshooting technical issues, determining root causes and escalating as needed.
  • Able to troubleshoot basic to moderately complex IT issues with PCs, laptops, phones, printers and mobile devices and associated software within the Microsoft stack, Office 365, Windows 7-11, and Active Directory.
  • Server 2008-2019 file shares, permissions, and connectivity experience a plus.
  • Experience with ITIL.
  • Must be able to follow documented processes and procedures but make suggestions for improvement if better ideas come to mind.
  • Must be able to image PCs and ensure all PCs and laptops remain compliant with security, patch and antivirus updates.
  • Desktop support to include automation with NinjaRmm\Intune or similar products (NinjaRmm a plus).
  • Scripting experience.
  • Experience in a manufacturing environment (Zebra printers, RF Scanners, and other workstation devices).

Skills/Competencies

• Actively seeks out and supports collaborative thinking and problem solving with others in the organization.
• Strong communication and conflict resolution skills.
• Able to exercise independent judgment and act on it.
• Excellent analytical, mathematical, and creative problem-solving skills.
• Excellent listening, interpersonal, written, and oral communication skills.
• Logical and efficient, with keen attention to detail.
• Highly self-motivated and directed.
• Able to effectively prioritize and execute tasks while under pressure.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Benefits

We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:

• Medical, Dental, Vision, and Prescription Drug insurance plans.
• Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family.
• Tax advantaged spending accounts for health and dependent care expenses.
• Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning.
• Generous paid time off for personal use, holidays, and parental leave.
• Company-sponsored life insurance.
• 401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own.
• Financial and retirement advising.

Schedule

Flexible schedule to accommodate the needs of the role and the team.

Pay

$55K - $65K salary range.