Help Desk Technician - 2nd Shift

Primary Responsibilities

• Technical Support: Provide first-line technical support to employees, including manufacturing, quality assurance, logistics, and administrative teams. Diagnose and resolve hardware, software, and network-related issues efficiently.
• System Maintenance: Install, configure, and update IT equipment such as computers, printers, and handheld devices. Monitor and maintain production-related systems, ensuring minimal downtime.
• Ticket Management: Use ticketing systems to log, prioritize, and track incidents and requests. Ensure timely resolution of issues within agreed service levels.
• User Training and Documentation: Create and maintain user guides and IT-related documentation. Train staff on the proper use of company systems, software, and hardware.
• Collaboration with IT Team: Work closely with the IT team to escalate complex issues and contribute to system upgrades or implementations. Assist in maintaining cybersecurity measures, including user account management and awareness programs.
• Continuous Improvement: Proactively identify recurring issues and recommend improvements to IT processes. Stay updated on emerging technologies relevant to the food manufacturing industry.

Skills and Qualifications

• Education and Experience: Associate's or bachelor's degree in IT, Computer Science, or a related field preferred. 1-2 years of experience in a help desk or IT support role.
• Technical Skills: Proficiency in Windows OS, Microsoft Office Suite, and basic networking principles. Familiarity with ERP systems or manufacturing-specific software (e.g., inventory management, production scheduling).
• Interpersonal Skills: Strong communication skills to explain technical issues to non-technical users. Ability to work effectively under pressure in a fast-paced environment.
• Problem-Solving: Logical thinking and the ability to troubleshoot and resolve issues independently.
• Industry Knowledge (Preferred): Understanding of IT needs in food manufacturing, such as compliance with quality standards and production schedules.

Schedule

This role will run a general 2nd shift schedule with some flexibility: Tues–Thurs: 4:00 PM – 12:00 AM; Friday: 2:00 PM – 10:00 PM; Saturday: 9:00 AM – 5:00 PM.