IT Support Technician

This role follows a 1st shift schedule, working from 7:30 AM to 4:00 PM, with designated days off on Wednesday & Thursday.

The IT Support Technician plays a vital role in our organization and plant operations, ensuring the reliability and functionality of all on-site software and hardware, including computers, tablets, handheld devices, and printers across both office and industrial environments. This role demands a blend of proactive and reactive problem-solving to maintain seamless technology operations. You will work closely with the Network Manager to support a highly available network that is essential for plant operations. As the sole technical presence within a distribution center, this position requires a strong technical skillset and the ability to work independently to resolve issues efficiently.

Detailed Responsibilities

Internal Support:

• Diagnose and resolve hardware, software, and network issues across computers, tablets, handheld devices, and printers in both office and industrial environments.
• Provide proactive and reactive troubleshooting to ensure minimal downtime and uninterrupted plant operations.
• Serve as the primary IT support contact within the distribution center, addressing technical issues efficiently.
• Maintain and update plant hardware, software configurations, and system settings as needed.
• Install, configure, and support operating systems, business applications, and specialized industrial software.
• Ensure 100% operational uptime for plant IT hardware, including desktops, laptops, scanners, industrial printers, and mobile devices.
• Manage the check-in/check-out process for handheld devices and ensure proper tracking and maintenance.
• Oversee hardware procurement, replacements, and upgrades, collaborating with vendors when necessary.
• Perform routine hardware maintenance and software updates to improve system performance.

IT Infrastructure:

•  Assist the Network Manager in maintaining a highly available and stable network infrastructure to support plant operations.
• Troubleshoot connectivity issues, Wi-Fi performance, and network-related hardware failures.
• Monitor and assist in managing VPN, firewalls, and security configurations.
• Support VoIP phone systems, security access control, and surveillance system connectivity.

IT Administration:

• Maintain detailed logs of technical issues, resolutions, and hardware deployments.
• Create and update IT knowledge base documentation to streamline support processes.
• Collaborate with IT leadership to identify and implement technology improvements.
• Ensure compliance with company IT policies and assist in enforcing security measures.

IT  Infrastructure Support:

• Assist the Network Manager in maintaining a highly available and stable network infrastructure to support plant operations.
• Troubleshoot connectivity issues, Wi-Fi performance, and network-related hardware failures.
• Monitor and assist in managing VPN, firewalls, and security configurations.
• Support VoIP phone systems, security access control, and surveillance system connectivity.

Travel - up to 5% as needed. Occasionally travel to different locations as needed for onsite training and support.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.

• General high school degree, or equivalent (e.g. GED).
• Ability to deliver a high level of support to others. 
• Strong communication and organization skills.
• Comfortable with PC troubleshooting, printer support, Android OS support, and generally confident with technology. 
• Quick learner that can master new technologies.
• Self-motivated individual with a strong work ethic. Able to work independently with impeccable sense of honesty and integrity.
• Willing to work in an industrial, low temperature environment (fulfillment center locations only). 
• Linux skills are a plus.
• Networking skills a plus (routers, firewalls, etc).

More About Us

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