Job Description:

Job Summary/Purpose:

The primary purpose of this job is to provide 1st tier helpdesk support to
non-manufacturing users as well as other employees. The technician will be responsible for help desk
phone and email routing, ticket escalation, and will support Help Desk (KACE) ticketing system.
Includes troubleshooting and repairing hardware and software issues as well as doing research on
issues as needed. This includes troubleshooting printer, computer, hardware and software issues as
well as ordering, staging, and installing new printers and computers as needed. Installs,
troubleshoots, repairs and replaces VOIP phones and mobile devices. Basic network troubleshooting
and repair. Creating and installing ethernet cables. Terminating cables and working with the Network
Administrator to resolve problems on the wired and wireless networks

Essential Responsibilities:

Provide initial employee support for technical inquiries received via phone, email, and messaging
applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software
and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets
and/or cases.

Physical Requirements:

Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a
negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects

Working Conditions:

Generally agreeable working conditions such as those found inside offices or
equivalent work areas for more than 70% of the time.
Working Environment: This role is work office based. Flexible and/or remote working options may be
considered and are reviewed/approved by management.

Travel Requirements:

Typically requires overnight travel less than 10% of the time.

Overview: Career-development position within field. Requires moderate skill set and developing
proficiency within discipline.

Complexity: Conducts work assignments of increasing complexity. Contributes to team objectives and
outcomes.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Information Systems

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