Description

Resolve technical issues and manage IT service requests for end users and production lines.

This role is on-site.

Responsibilities

• Resolve technical issues and maintain the IT ticketing system to ensure open tickets are resolved or escalated within defined SLAs.
• Coordinate and respond to incoming IT service requests via service portal, email, chat, phone, and walk-in.
• Triage incoming requests, identify appropriate routing, and manage user and computer accounts for the domain and IT services.
• Coordinate new PC builds, break-fixes, and deployments for production lines and end users.
• Maintain inventory of laptops, desktops, and other devices, recommending purchases based on anticipated needs.

Required Skills

• Bachelor’s degree with 5+ years of IT support experience, or an equivalent combination of education and experience.
• Proficiency in Windows Active Directory, Group Policy, DNS, DHCP, RDP, printing, and management of user accounts, distribution lists, and security groups.
• Experience using ServiceNow ITSM for Incident and Request Management.
• High-level proficiency in standard office software tools (Microsoft Office and Mac), AV applications, VPN, and Wi-Fi.
• Familiarity with remote systems management and configuration tools such as Microsoft SCCM for software deployment and remote PC connections.
• Strong oral and written English communication skills.
• Ability to prioritize assignments while working on various projects simultaneously.

Preferred Skills

• Microsoft and ITIL Foundations Certifications.
• Experience in a manufacturing environment.

Key Skills

Education

Any Graduate