IT Technician

Summary: Responsible for providing support and excellent customer service to Cleaning Technologies Group staff requiring technical assistance. The primary focus of this position is to provide customer service, ticket triage, and problem resolution by communicating with users at every level for all types of requests in a friendly, professional, and timely manner.

MINIMUM REQUIREMENTS to PERFORM DUTIES

Essential Duties and Responsibilities (For CTG Division Assigned):

• Receives requests for IT support on applications, hardware, peripherals, and data by phone, email, support portal, and in person, and carefully documents requests and tracks progress through resolution and end user satisfaction.

• Prioritizes requests based on issue severity, potential impact, management direction and business goals.

• Resolves issues by directly interacting with end users, applications, servers, network infrastructure, and business systems or thru remote management tools.

• Maintains working relationships with IT service and application vendors, utilizing these resources to expedite problem resolution and deliver specialized skills to all problem domains.

• Performs administrative functions and upgrades within application systems to adapt to current business needs and avoid disruption of business processes.

• Develops strong understanding of applications and business departmental needs, to serve as a liaison between departments and enabler for productive use of technology systems.

• Participation in on-call, after hours schedule for break/fix and maintenance activities.

• Ability to assist and train end users to solve problems and increase their self-reliance.

• Travels to company locations as needed to perform hands-on maintenance and support tasks.

• Manage Division Cell Phone Acquisition/Upgrades

• Ability to work independently, manage multiple tasks and priorities, diligently address difficult problems, and quickly adapt to business needs.

• Valid driver's license and reliable transportation.

• Other Duties as Directed by IT Manager.

Supervisory Responsibilities:

None

Qualifications/Skills:

• Microsoft Office Suites

• Windows Operating Systems

• Working knowledge of Desktops and Laptops (Hardware and Software)

• Remote desktop solutions

• Knowledge of Active Directory, Azure AD (password resets, account creation etc.)

• Demonstrate working knowledge of Windows networked environment (LAN/WAN)

• Basic working knowledge of VOIP phones

Education and/or Experience:

High School Diploma and/or vocational/technical training. Minimum of 2 years practical job-related experience. Associate degree or completion of coursework at a technical school preferred.

Language Skills:

Communicate verbally and/or in writing with other employees, other departments, and supervision as to work in progress, problems and/or job completion.

Mathematical Skills:

Be able to add, subtract, multiply and divide basic numbers.

Reasoning Ability:

Be able to identify work process problems and possible solutions.

Certificates/Licenses/Registrations:

Either current for ability to attain certification in one of the following areas is a plus:

MCDST

MCP

A+

Any vendor specific Certification

Physical Demands:

Must be able to adjust visual focus. May be required to reach, stoop and/or bend on an as needed basis. Must be able to climb stairs, as necessary. Must be able to lift and move as much as 50 lbs. of equipment between floors.

Work Environment:

Traditional office atmosphere. Temperature standard. May need to go into manufacturing environment on an as needed basis.