IT Support Technician

Seagrave Fire Apparatus is seeking a highly motivated Helpdesk Technician to provide phone, email, and on-site technical support. The Helpdesk Technician serves as the first point of contact for end-user IT support within the organization. This position will provide technical support for user assistance in all assigned software applications, support processes, maintenance of desktop/laptops, phones, basic network connectivity, user account management and permissions, desktop video conferencing, and assisting the operational teams as necessary.

Essential Job Functions:

• Provide IT support for all Seagrave Fire Apparatus locations (computer hardware and software)
• Maintains a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• Collaboration Support – Educate and advocate the use of collaboration environments (O365, Outlook, Teams, SharePoint, OneDrive). Demonstrate the efficiency and effectiveness of collaboration within the organization, across organizations, and with customers, including support of all meeting room technology.
• Issue Resolution: Troubleshoots, diagnoses, and resolves end-user issues. Research, analyze, and recommend the implementation of software or hardware changes to rectify any deficiencies.
• Security – Understand and assist with the tools and processes required to identify, test, deploy, and support security patches to all PCs.
• Performs related duties and fulfills responsibilities as required.
• Collaborate with system and network administrators to ensure efficient operation of the company’s desktop computing environment.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required service levels.
• If necessary, liaise with third-party support and PC equipment vendors.

Requirements:

• Experience supporting an in-office workforce and Windows-based environment.
• Hands-on hardware and software troubleshooting experience.
• Experience supporting Office 365 and identity management components.
• Excellent technical knowledge of laptop computers and Service Desk hardware, including but not limited to Windows 11 laptops, and some experience with Active Directory.
• Strong ability to quickly learn new information system technology.
• Strong organization and multi‐tasking skills.
• Strong analytical skills: ability to think big and scale quickly in a manufacturing environment.
• Excellent interpersonal, communication, and influencing skills to establish trust, credibility, and rapport at all levels of the organization; seen as humble, direct, and authentic.

Desired Qualifications:

• An associate degree in Information Technology or related field and/or two (2)+ years of equivalent work experience.
• Background working closely with IT admins and engineers in a corporate environment.
• Knowledge of commercial enterprise-level tools and products.
• Prior experience working in Helpdesk roles.
• Peer Relationships: A collaborative team player who quickly builds trust, finds common ground, and resolves conflicts without disruption. Skillfully balances individual and group interests while fostering open communication and teamwork.
• Interpersonal: Relates well to all users within the company, at all levels within the organization; builds positive rapport; builds constructive and effective relationships; can diffuse tension comfortably.
• Informing: Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals with information so that they can make accurate decisions; is timely with information.