IT Support Engineer

About the role

We’re seeking a passionate and dedicated IT Support Engineer who brings enthusiasm and expertise to the table. In this role, you’ll deliver an exceptional, customer-focused IT support experience by providing all levels of desktop support while also monitoring and maintaining onsite server, backup, and network systems. You will collaborate with cross-functional teams, including Manufacturing and Engineering, to support daily operations and innovative projects. You will lead and contribute to IT initiatives, perform advanced troubleshooting across office and manufacturing environments, and install, configure, and maintain business, manufacturing, and engineering technologies.

Responsibilities

• Provide excellent customer service and advanced technical support through interactions with customers via telephone, e-mail, etc. providing technical support and problems solving abilities on a variety of technical and nontechnical issues.
• Manage user accounts, access permissions, and security settings in Active Directory and enterprise systems.
• Perform maintenance tasks and configuration with desktop management software tools, including software updates and patches, remote control tools, application inventory and management, inventory reporting, imaging computers, and IT asset management in case of failure events, notifies users and fixes the problem or escalates to senior members.
• Automate support tasks and workflows using scripting and management tools.
• Serve as an escalation point for complex desktop, infrastructure, and application issues. Monitor systems and respond to incidents, performing root cause analysis and implementing long-term solutions.
• Develop and maintain technical documentation, procedures, and knowledge base articles.
• Provide mentorship and guidance to Help Desk support staff.
• Support and maintain virtualized environments (e.g., VMware, Nutanix) and assist with server operations - Including backups and DR under the direction of Senior Engineers.
• Support and maintain Networking Environment including hardware and software setups under the direction of Senior Engineers.
• Lead or contribute to IT projects and system improvements.
• Ability to work both independently and with a group efficiently to meet deadlines.
• Collaborate with cross-functional teams including Manufacturing and Engineering.
• Review and recommend modifications to helpdesk procedures with IT Managers.
• Self-motivated, detail-oriented, and organized to meet 2s standards.
• Communicate clearly and professionally with both technical and non-technical users.
• Able to abide by company Core Values and behave professionally, courteously, and respectfully in all situations.
• Ensure compliance with IT policies, security standards, and company procedures.
• Perform all duties in a safe and responsible manner.
• Complete additional duties as assigned.

Requirements

• Bachelor’s degree OR equivalent of experience in an IT-related environment.
• Typically has 5+ years of Corporate IT Desktop Support work experience.
• Experience in the installation, configuration, use, and troubleshooting of mobile and desktop devices.
• Ability to demonstrate well-developed and proven organizational, problem-solving, analytical, and time management skills.
• Experience with server configuration and server OS support.
• Demonstrated project management, data analysis, customer services, and support skills.
• ITIL Foundations Certification or ITSM/ITIL experience.

Qualifications

• Passionate and dedicated to IT support.
• Enthusiastic and experienced in providing customer-focused IT support.
• Proven ability to troubleshoot and resolve complex technical issues.
• Strong organizational and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively.
• Knowledgeable in ITIL or ITSM/ITIL principles.

Skills

• Technical support and problem-solving skills.
• Desktop and server support experience.
• Project management and data analysis skills.
• Customer service and support skills.
• ITIL or ITSM/ITIL certification.

Benefits

• Competitive Salary: $65,400 - $94,670 per year.
• Relocation assistance may be available.
• World-class benefits package including medical, dental, vision, 401(k) matching, life insurance, disability coverage, and tuition assistance.
• Continuous improvement reward programs and recognition opportunities.
• Onsite fitness center and occupational health clinic.
• Meaningful opportunities for personal and professional development.

Pay

$65,400 - $94,670 per year.

Schedule

In-person role located at our East Chicago, IN office.