Help Desk Technician (End Points) - Fabricut : Job Details

Job Type Full-time Description Identifies, research's and resolves reported or planned technical issues. Provides advanced support to end users on a variety of Endpoint Technology. Documents technical specification, inventory counts and setup configurations for Endpoint systems. Coordinates, plans and implements systems and software upgrades with senior IT staff. Knowledgeable in a variety of Endpoint technical concepts, technical deployment practices and process to problem resolution procedures. Relies, on experience and judgment to plan and accomplish complicated tasks and goals. May coordinate the delivery of support services between other staff within the business or IT staff. If required, can work independently with a low degree of supervision. Essential job functions:

• Under general supervision represent the IT Service Delivery team as a technical resource on projects, service request and trouble tickets. Maintain as necessary project plans and documentation of all Endpoint technology builds and modifications.
• Works with the team to maintain the network, security, servers, and computer systems to meet the organization's current and future requirements.
• Maintain and Integrate IT hardware and software related to warehouse operations; Works with network administrators, project managers and individual stakeholders to tie systems together.
• Set up and configure IT hardware and software related to warehouse operations.
• Support end users by answering questions, troubleshooting problems, teaching, or instructing regarding software or hardware functionality, and communicating policy.
• Daily administration of the network and computer systems. This includes the creation, deletion, and maintenance of user accounts, mailboxes, distribution lists, groups and all associated security parameters.
• Records required customer and problem information in the company ticketing system. Updates tickets with appropriate activities and closes tickets with resolutions entered upon job completion.
• Respond to technical escalations from tier I and escalate complex issues to the appropriate support groups for resolution.
• Research, identify, and evaluate new products and services within the IT field.
• Interact, coordinate, and oversee vendors, suppliers, distributors, and contract consultants.
• Support mobile technologies, including cellular phones, tablets, handheld scanners, and wireless networking.
• Provide Tier 1 &2 help desk support. This requires the resolution of user and system issues.
• Provides help desk support desktops, laptops, printers, scanners, smart phones, tablets associated with peripherals.
• Maintain a good working knowledge of the current standard desktop operating systems and major applications.
• Requires after-hours support including weekend work, performing break/fix support and maintenance on production systems and equipment as needed.
• Interfaces with other departments to provide good service.
• Travel to remote showrooms to provide support, upgrades, and training.
• Trains staff on IT hardware and software related to warehouse operations
• Install, upgrade, program warehouse technology to integrate with infrastructure systems.
• Job duties are subject to change as directed by management.

Supportive job functions: *

• Display good safety and housekeeping practices.
• Uses material and equipment effectively.

* These tasks do not meet the Americans with Disabilities Act definition of essential job functions and usually equals 5% or less of time spent. However, these tasks still constitute important performance aspects of the job. Knowledge, skills, and abilities:

• Microsoft Windows Operating Systems
• Intel Based devices
• Apple technologies
• Help desk tools
• Familiarity with Microsoft Office 365 products.
• Printers / Scanners / Copiers
• IT Systems Integrations in a Warehouse Environment
• Must be self-motivated, able to multi-task, and work independently.
• Excellent Communication Skills: This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
• Decision Making / Judgment - This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for problems, there may be no existing procedures or instructions for those problems. The technician may be on their own in solving problems and determining satisfactory solutions. The ability to work independently and in a team setting is imperative.
• Must be able to learn and support new and quickly changing technologies.
• Ability to research solutions or information regarding technical issues.
• Excellent interpersonal skills.
• Good work habits under pressure.
• Detail oriented.

Desired competence in: Microsoft Applications / Operating Systems - Operational Knowledge Windows 10 & 11

• Terminal Server
• DNS
• DHCP
• Print Server

Apple Products - Operational Knowledge

• iPhones & iPads
• Mac Desktops
• Apple TV
• Maas360 and Apple Business Manager

Network / Infrastructure - Basic Knowledge

• Switching Concepts
• Wireless Networking / WiFi
• VOIP
• Printers - Advanced Knowledge
• Desktop Printers
• MFPs / Network Printers
• Label Printers (Zebra)

IT Equipment for Warehouse Operations - Operational Familiarity

• IBM i-Series / AS400
• Scanners
• Scales
• Digital counters
• RS232/485
• Warehouse Technology Programming / Configuration

Requirements Education and experience

• Associates degree or equivalent experience.
• 1-2 years of experience working as a systems administrator or similar role
• 3-5 years of working experience preferred in an IT profession with demonstrated escalation in skills and responsibilities.
• IT Certificates are a plus.

Working conditions The working conditions for this position typically require an individual to work inside the majority of the day. This position includes mainly sedentary work and exerting up to 10 pounds of force occasionally. This position requires an individual to work independently as well as maintain strong interpersonal working relationships. This position also requires continuous alertness and concentrated mental and visual attention throughout the workday. This position may require up to ten (10) days of travel per year for professional development, training, new business development, product presentations and professional association conferences. Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.