Help Desk Technician

Help Desk Technician - 2nd shift

Location:

Delphi, Indiana

Workplace Type:
Onsite

FLSA Status:
Exempt

Indiana Packers Corp. (IPC) is seeking a Help Desk Technician. As a Help Desk Technician, you will respond to queries on the phone, via email, in person, or through remote access. The selected help desk technician will offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software and training computer users.

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to next tier level of support.
• Logs and tracks calls using problem management databases and maintain historical records and related problem documentation.
• Creates and maintains PC and Laptop software images.
• Works with IT staff to learn new software/hardware.
• Works with IT staff to release version upgrades to the end users.
• Installs personal computers, software, and peripheral equipment.
• Provide Support for remote locations and employees.
• Perform training and guidance to employees in the use of new equipment and software.

• Bachelor's or Associate Degree required in a computer-related field, or 2-5 years' experience in a multi-site manufacturing or service-based organization in a help desk environment.
• Must have 2+ years of professional experience in an IT support or help desk role.
• Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
• Familiarity with networking basics (TCP/IP, DNS, VPN).
• Experience with ticketing systems and remote support tools.
• In-depth user knowledge of Microsoft Office products including Outlook.
• Certifications such as CompTIA A+, Network+, or ITIL preferred.
• Experience with Microsoft 365, Active Directory, and endpoint management tools
• Basic scripting or automation experience is a plus
• Understanding of ITSM systems and ITIL processes. ITIL Service Management knowledge preferred.

• Strong problem-solving and troubleshooting abilities
• Ability to prioritize and manage multiple tasks
• Patient, user-focused approach to technical support
• Attention to detail and documentation
• Team-oriented with the ability to work independently

Please note, this job description is not designated to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

While performing the duties of this job, the employee is occasionally exposed to a variety of extreme conditions on the site including exposure to fumes or airborne particles, moving mechanical parts and vibration. The noise level in the work environment can be loud and hearing protection is required. The position regularly works near moving mechanical parts and in cold, hot, and outdoor conditions that include inclement weather, heat and humidity, and exposure to dust.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Work is primarily performed in an office setting in a manufacturing environment requiring the ability to sit, talk, hear, frequent walking, standing, and sitting; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl.

Ability to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision. Ability to use standard office equipment such as telephone, computer, and copier.

This position is contingent upon the successful completion of a background check. This may include verification of employment, education, criminal background, driving history, and other relevant information, conducted in accordance with applicable federal, state, and local laws and regulations.