IT Support Technician

 

IT Support Technician

Kenyon, MN or Burnsville, MN
JOB SPECIFICS

Department: Corporate Executive
Reports To: IT Manager
Reporting Employees: None
Work Schedule: As Arranged
Exemption Status: Non-Exempt (Hourly)

ROLE SUMMARY

This Employee-Owner provides day to day support providing the technical expertise, assistance, and project coordination necessary to install computer software products, modify/repair hardware and resolve technical problems companywide.

Essential duties & responsibilities

Technical Support Services

  1. Serves as the first line of help or assistance for all systems’ users for computer hardware and software technical problems companywide including investigating causes, testing solutions, and implementing solutions.
  2. Maintains an on-hand supply of replacement hardware for computers, toner cartridges, and projector bulbs.
  3. Works with outside technical support to trouble shoot hardware and software problems under the direction of the IT Manager
  4. As a team member, participates in identifying new hardware or software for company use;
  5. Install, configure, test, maintain, monitor and troubleshoot end user and network hardware using best practices including but not limited to peripheral devices, printing/scanning devices, presentation equipment, video conferencing, telephone systems and mobile devices throughout Foldcraft.
  6. Creates and maintains a list of hardware and software serial numbers, licenses, jacks, peripherals and others for each work station; performs physical maintenance of PCs, Servers, and printers
  7. Purchases necessary computers, hardware, and software upgrades according to authority and budget assigned.
  8. Assists in integrating new applications into existing systems under direction of IT Manager
  9. Provides input for developing paths to future technology solutions by completing research on software products and applicability to organizational environment and to promote effective use of technology.
  10. Develop a working relationship with internal Foldcraft departments to deliver the most efficient customer care and service.
  11. Stays abreast of new emerging threats and vulnerabilities to vital systems and their secure operations.
  12. Monitors systems to proactively mitigate issues before they cause problems.
  13. Install, configure, test, maintain, monitor and troubleshoot end user and network hardware using best practices including but not limited to peripheral devices, printing/scanning devices, presentation equipment, video conferencing, telephone systems and mobile devices throughout Foldcraft.

System Maintenance

  1. Provides preventative and routine system support for all printers and fax machines.
  2. Recommends changes in software and hardware to improve computer capabilities.
  3. Assist in user and network administration to help employees with passwords, rights, and manage company directories.
  4. Coordinate maintenance contracts for copiers, firewalls, design and engineering software, antivirus, and Microsoft agreements.
  5. Support, maintain, troubleshoot and backup for phone and voicemail needs.
  6. Assist in implementing practices that will more effectively utilize IT resources

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The demands described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required demands include:

  • Must be able to sit at desk for an eight-hour shift (with intermittent movement)
  • Occasionally will be required to lift objects up to 50 pounds
  • Full use of arms and hands to reach overhead, forward, and out to the sides to lift, rotate, carry, etc. wood products, tools, and equipment
  • See, hear and communicate with sufficient capability to perform assigned tasks and maintain proper job safety conditions
  • Must be alert and aware of surrounding for safety concerns

About the work environment

The work environment for this position is primarily in an office setting. As Foldcraft Co. is a manufacturer of furniture, the employee-owner could also be exposed to dust, various temperatures, fumes and loud noise in the manufacturing setting. Due to periodic time spent on the manufacturing floor, the employee-owner must be able to tolerate some exposure to these work place characteristics. The employee-owner must also follow allow company safety procedures, including wearing required personal protective equipment while on the production floor.

Competencies

  • Required Education: High School diploma or equivalent
  • Preferred Education: Associate’s degree in a computer science or information technology or related degree;
  • Microsoft Certified Professional
  • Required Experience: Experience: 2 or more years’ experience in similar role in manufacturing environment
  • Preferred Experience: experience supporting engineering software including Solidworks or similar product; experience with Epicor/Vantage and Progress Open Edge
  • Technology skills: Working technical knowledge of IP Ethernet networks, desktop PCs with Windows 7,8, and 10 operating systems, MS Office 2010 or above, VMware vSphere 5.1 or above, Microsoft Active Directory,
  • Windows Server 2008 R2 and above, and network printer management.
  • Ability to maintain confidentiality required
  • Ability to proactively and precisely document IT work processes and procedures
  • Experience in analyzing critical situations, diagnosing problems quickly, providing alternative actions plans, and responding promptly.
  • Self-starter with strong problem solving skills, ability to multi-task, effective organizational skills and strong attention to detail.
  • This position requires an individual that can handle multiple projects at one time
  • Exhibits enthusiasm for satisfying the customer and being part of the team.
  • Ability to work collaboratively in a diverse environment with all levels of employees.
  • Hands on software and hardware troubleshooting experience
  • Solid interpersonal skills and ability to maintain confidentiality required
  • Have strong problem-solving skills and ability to use judgment in managing resources effectively.
  • Must have the ability to work effectively in a team environment that requires cross training, open communication, and team development and improvement activities.
  • This position requires an individual who is a self-starter and can work independently but also in a team environment that requires cross training, open communication, and team development activities
  • Willingness to continuously learn and be open to feedback to improve individual performance.
  • Must maintain safe maintenance practices and adhere to safety requirements.
  • The incumbent must reside within a reasonable distance of the Minnesota plants to service this location.
  • Travel: Occasional travel up to 30% of the time between MN locations.

The duties of this position may change from time to time. Foldcraft Co. reserves the right to add or delete duties and responsibilities at their discretion. The job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.


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