Help Desk Technician

Join an industry leader and innovator looking for people who want to make a difference.

Responsibilities

• Frontline Technical Support: Promptly respond to helpdesk inquiries, providing professional and courteous assistance via phone, email, or ticketing systems.
• Research & Problem-Solving: Use internal resources, documentation, and online references to investigate unfamiliar issues and implement effective solutions.
• Troubleshooting & Issue Resolution: Diagnose and resolve routine hardware, software, and connectivity problems. In more complex scenarios, coordinate with vendor support or escalate to senior technicians.
• Device Deployment & Software Installation: Configure and deploy new devices, install approved software, and ensure all systems are updated and secured.
• ERP Familiarity & Support: Learn key business processes within the ERP system to assist users with routine tasks and basic troubleshooting.
• Documentation & Reporting: Record details of all issues, the steps taken to resolve them, and outcomes achieved. Develop and maintain installation, deployment, and troubleshooting guides for future reference.
• Customer Service & Communication: Translate technical information into clear, accessible terms. Provide a supportive, positive experience for users with varying levels of technical skill.
• Continuous Learning & Cybersecurity Awareness: Demonstrate curiosity and a willingness to explore new tools, technologies, and cybersecurity threats. Integrate least privilege and zero-trust concepts into day-to-day work.
• Team Collaboration & Projects: Work effectively with senior technicians, IT staff, and other stakeholders on improvements, system enhancements, and occasional project-related tasks outside normal business hours.

Physical Requirements

• Frequently sit and use keyboard.
• Frequently be exposed to constant cold.
• Occasionally be exposed to frequent temperature changes.
• Sometimes stand and walk.
• Seldom bend at the waist, twist/turn, kneel/crouch, climb.
• Seldom lift below the waist up to 50 lbs.
• Seldom lift above the waist up to 30 lbs.
• Seldom lift above the shoulder up to 10 lbs.
• Seldom push/pull up to 50 lbs.

Qualifications

• Education: High school diploma or GED required; an Associate's degree, IT certificate (e.g., CompTIA A+), or related coursework preferred.
• Technical Aptitude: Familiarity with Windows operating systems, standard office productivity tools, and basic networking concepts.
• Curiosity & Drive to Learn: Demonstrated interest in expanding technical knowledge, staying current with industry trends, and proactively seeking opportunities to improve.
• ERP & Business Process Interest: Willingness to understand how business processes function within the ERP environment to better assist users.
• Customer Service Orientation: Strong communication skills, with the ability to offer patient, helpful guidance to users of all technical backgrounds.
• Problem-Solving Ability: Detail-oriented, logical, and resourceful in addressing technical challenges.
• Team Player: Receptive to feedback, eager to learn from experienced colleagues, and committed to a positive, collaborative environment.
• Security Mindset: Understanding of and respect for security principles, including least privilege and zero trust, as part of everyday responsibilities.
• Flexibility: Comfortable working occasional non-standard hours to support projects or urgent needs.

Pay

Starting pay: $50,000 - $60,000 (based on experience)

Schedule

1st shift

Benefits

• Blue Cross Blue Shield Medical, Dental, and VSP Vision Insurance
• Hoffer Plastics matches $0.50 per $1.00 contributed each payroll period up to 6% plus a Safe Harbor contribution of an amount equal to 3% of employee's annual eligible earnings
• Paid Life Insurance in the amount of 1.5 times basic annual salary
• Short-term and Long-term Disability
• 2 Weeks Paid Vacation and up to 5 Days of Illinois Paid Leave
• 9 Paid Holidays
• Reimbursements (Tuition, Prescription Safety Glasses, Steel Toe Shoe, and Fitness)