Desk Side Support Technician

The Desk Side Support Technician position is responsible for the day-to-day break-fix IT support to the user community and must possess a strong commitment to high-quality customer service and solid work ethic. The role will provide IT support, including diagnosing and troubleshooting PC hardware and software technical problems. The position will also involve coordinating with other support groups and being part of the IT support resource team that supports all sites in North America.

This position will be based in our Manchester, IA manufacturing facility and requires on-site daily.

• Providing face-to-face, phone and online break-fix support to the enterprise user community.
• Maintain, troubleshoot, repair, and image desktop computers, laptops, peripherals, and Zebra printers/scanners.
• Occasional emergency troubleshooting and repairs outside of normal work hours.
• Prepare and manage deployment of PC's, laptops, and printers while maintaining inventory on all hardware and software deployed.
• Ensure all IT assets are documented, catalogued, and kept up to date in the CMDB tool.
• Interfacing with various vendors in support of the hardware and software systems
• Installing and maintaining proper software and application resources.
• Communicating with other support groups within Motrex while providing hands and feet support as required.
• All relevant activities, changes, and incidents must be properly documented and maintained for future reference, auditability, and knowledge continuity.
• Ability to support technical issues on the plant floor.
• Additional responsibilities as needed to support the team and company goals.
• Technician is not responsible for independently developing standards or procedures. However, the technician is expected to provide input, feedback, and technical support during the development of standards, procedures, and best practices.

Education, Experience, Certifications

• Three plus (3+) years’ experience supporting Enterprise-level organizations’ PC support needs, while being flexible, adaptable, and able to meet tight deadlines.
• Working understanding of Windows 11, Active Directory, and Microsoft Office applications as well as Network Topologies - Ethernet, TCP/IP, Smart-Device technology - iPad, iPhone, Android etc.

Knowledge, Skills, Abilities

• Excellent communication skills, with the ability to communicate professionally and confidently at all levels with strong organizational skills and a solution-based, problem-solving mindset.
• Ability and willingness to work independently and also as a member of the NA local support team.
• Ensure that relevant parties are kept informed as to the status of support work being carried out in a timely manner.
• Reasonable level of understanding ITIL and ITSM environments.

Physical Demands

• While performing the duties of this position, employees are regularly required to communicate, remain in a stationary position for extended periods, and operate standard office equipment. Occasional movement throughout the office may be required. The position may occasionally require lifting or moving items weighing up to 40 pounds.

Environment

• This position is primarily performed in an office environment and requires you to be onsite five days a week. The role also requires periodic presence in manufacturing and production areas. While on the manufacturing floor, employees may be exposed to moving machinery, noise, dust, fumes, varying temperatures, and other industrial conditions. Required personal protective equipment (PPE) must be worn in designated areas.