IS Support Tech

About the Role

Help transform the way people work and live by providing Service Desk support to our team members. Helpful, friendly customer service is key to success in this hands-on role. Configure, install and upgrade computers and internal systems.

Responsibilities

• Diagnose, triage, and resolve software and hardware problems.
• Maintain Service Desk ticketing system (sysAID), assign tickets, and prioritize user requests.
• Maintain an inventory of all equipment, hardware, software, and supplies.
• Troubleshoot, maintain, and monitor computing devices, printers, phones, copiers, and scanners.
• Provide end user support in office and manufacturing environments.
• Train staff in IT processes and in using company devices.
• Assist staff with IT-related problems when called upon.
• Track, prioritize, and document requests using an IT support request system.
• Install and configure new computers and other IT equipment.
• Repair and upgrade different types of computers (software and hardware).
• Keep track of IT supplies and equipment (e.g., PCs, monitors, cables, and adapters).
• Provide input on process improvement and documentation.
• Support end users in the selection, procurement (after approval by the IT Manager), usage, and maintenance of software programs and hardware.
• Develop and maintain a working knowledge of the Silfex Quality Management System and properly apply Quality and Operating Procedures as appropriate.
• Provide coverage during on-call hours in a BYOD environment.
• Carry out special projects and all other additional duties as assigned.

Requirements

• An information system-related Associate’s degree from a two-year college or university; or 2 or more years of related experience and/or training; or equivalent combination of education and experience.
• CompTIA A+ Certification or equivalent preferred.
• ITIL Foundations Certification preferred.

Benefits

At Silfex, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits that start on your first day of employment.