Job Description

Job Description

Job Description

Description:

Objective

The IT Technician role will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. Will also provide technical support for servers and network equipment on a local and remote scale.

Position Responsibilities

• Identifies, investigates and resolves users' problems with computer software and hardware
• Fields support calls, helpdesk portal, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
• Follows end user issues through to completion to ensure resolution and end user satisfaction has been achieved.
• Consults with users to determine steps and procedures taken to identify and resolve the problem
• Documents and logs all contacts and actions into IT helpdesk
• Applies knowledge of computer software, hardware, and procedures to solve problems
• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions
• Collaborates with other staff to research and resolve problems
• Arranges service by software or hardware vendors to repair or replace defective products
• Maintains knowledge of technology innovations and trends
• Performs other related duties as assigned
• Perform maintenance and updates on servers
• Perform maintenance and updates of networking equipment
• Assist in creating technical documents and training material
• Assist in network upgrades/maintenance
• Participates in off-site travel to plant locations and other required facilities
• Involvement in company work groups who plan direction of the Information Technology strategy, work processes and procedures
• Involvement in customer and company focus groups

Experience and abilities with the following technologies required:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations
• Excellent analytical and troubleshooting skills with the ability to diagnose, troubleshoot, obtain results, and provide solutions for a broad range of technical problems
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and non-technical employees and customers
• Proficient with Microsoft Office Suite and related software
• Proficient with or the ability to quickly learn an array of computer hardware and software
• Responsible, able to manage time effectively and work efficiently, both with or without direct supervision
• Team oriented

Education and Essential Functions

• Degree in Computer Science or related field preferred but not required.
• At least two or three years of experience in customer technical support is highly preferred.
• Interpersonal skills, specifically working with co-workers, end-users, and management
• Dependability
• Accessibility

Travel

• Travel required (sites to include but not limited to OH, MI, NC. FL)

Behavioral Traits

• Willingness to work collaboratively within a team
• Customer focused, attentive and responsive
• Proactive and independent with the ability to take initiative
• Shows good judgement in difficult situations
• Organized with attention to detail
• Shows accountability for efforts and results

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice

Mack Industries, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

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