Senior Help Desk Technician

ESSENTIAL DUTIES and RESPONSIBILITIES include, but are not limited to the following:

• Help Desk & Technical Support
• Physically provide IT on-site support to Lesaffre IT-supported locations with the occasional trip to our remote locations as required
• Field incoming service requests from end users, respond and resolve requests submitted through the Help Desk software, over the phone, through e-mail, and in person. Follow up, resolve and/or escalate as necessary
• Manage the hardware and software configuration, deployment, trouble shooting, maintenance and upgrades of network connected devices including Desktop PCs, thin clients, printers, scanners, and laptops in a MS Windows environment
• Provide technical support for mobile phones and other hand-held devices
• Remotely provide IT support to all our North American locations utilizing remote take-over tools.
• Perform Advanced Exchange & Email troubleshooting, including Multifactor Authentication
• Provide technical and procedural support to customers including file permissions, folder permissions, account permissions, security groups, password resets/unlocks, network connectivity, VPN, and data recoveries
• Build packages for automated software distribution and installation
• Work closely with and support the Network Administrator/Engineer to perform local hardware installations, configurations, optimizations, and other IT facility activities
• Serve as first point of contact between users and the Information Technology department

• Systems
• Maintain antivirus software.
• Install, test and document necessary software and hardware.
• Ensure all computers receive required updates on a timely basis.
• Maintain current images with updates, drivers and software for all computers.
• Maintain Knowledge Management repository
• Assist with server patching as directed by the Network Administrator/Engineer 

• Administrative
  • Utilize the ticketing system and processes to record, track, document, and communicate status of incidents and service requests. Ensure ticket status is up to date. Document resolutions for future reference
  • Maintain Service level Obligations
  • Ensure local IT server rooms, communication closets, and storage rooms are neat, secured and professionally maintained
  • Conduct training and advisory sessions with individuals and groups on the various hardware, operating system, and software solutions in place
  • Provide tier 1/2/3 support for the various applications used in the office and manufacturing environments
  • Assist with authoring and editing knowledge base articles to be reviewed and published in the Knowledge Management repository
  • Onboard and train new employees, facilitate technology orientation
  • Provide training and expertise to junior and other members of the IT team
  • Follow all, and identify improvements to, Service Desk processes to ensure quality of service and superior customer satisfaction
  • Assist in the identification and development of automated support solutions
  • Create quotes and requisitions to support the IT procurement process
  • Act as resource when required for IT projects
  • Other duties as assigned

• Other special projects or necessary duties as required for harmonious business and working relationships.

SUPERVISORY RESPONSIBILITIES

This job does not have any supervisory responsibilities 

INTERACTIONS

These are the primary internal and external constituents an individual works with and/or supports on a regular basis in performing the essential duties and responsibilities of their role:

• IT Manager, Technology and User Services
• All staff members of the Information Technology Department
• IT consultants, contractors and vendors
• Executive Management through Manufacturing floor 

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Communication - Strong verbal and written communication skills; Ability to adapt to a changing work environment; Ability to effectively present information to peers and management.  Ability to present ideas and carry-on conversations in user-friendly language to non-technical staff and end users
• Customer Service - Manages difficult or emotional internal and external customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments. Demonstrates a high level of commitment to superior customer service and satisfaction
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
• Motivation - Demonstrates persistence and overcomes obstacles; strong interest to find solutions
• Multi-Tasking – Is able to coordinate and manage tasks and projects in a fast-paced office environment, in a concurrent, efficient and timely manner
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others
• Quality - Demonstrates accuracy and thoroughness; Demonstrate attention to detail; Monitors own work to ensure quality. Must be able to manage multiple concurrent responsibilities while maintaining a high level of quality service and results
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Education, Experience, Certificates, Licenses, Registrations

• Associate degree from an accredited college or university.
• 5 to 7 years’ experience working in a fast-paced information technology environment, supporting a complex business environment, preferably manufacturing in nature.
• A certification preferred
• Microsoft Windows and Office 365 administration certification preferred 

Language Skills

• English proficiency required; second language a plus – Spanish or French preferred.
• Ability to research, access, understand and apply software and manufacturer updates, knowledge bases, and Frequently Asked Questions resources to aid in problem solving
• Ability to write routine reports and correspondence and make moderately complex presentations 

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations 

Reasoning Ability

• Consistently demonstrates a logical approach to problem solving
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Deal with problems involving several concrete variables in standardized situations 

Computer Skills

• Significant familiarity and experience with Windows Operating Systems
• Ability to effectively perform Microsoft Office 365 administration
• Knowledge of Microsoft Office 365 security
• Knowledge of Microsoft O365 device management
• Advanced hands-on experience building, repairing, diagnosing issues, and resolving problems with end user hardware and software including personal computers, printers, peripherals and mobile devices.
• Ability to effectively triage, troubleshoot and escalate incidents and requests
• Familiarity with formal ticketing systems and urgency prioritization methodologies
• Familiarity with industry standard methodologies such as ITIL.
• Ability to manage and track hardware assets
• Ability to effectively provide remote support using remote access tools like TeamViewer
• Familiarity with remote access solutions like VPN

Other Skills and Abilities

• Ability to present ideas in user-friendly language to non-technical staff and end users
• Ability to work additional hours and field after-hours calls as needed
• Capable of working and prioritizing work with minimal supervision
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Strong verbal and written customer service communications skills using multiple formats such as phone, e-mail, instant messaging, video conferencing, etc 

Other Qualifications

• Must be highly organized, and have proven analytical, problem solving and troubleshooting abilities.
• Must possess and consistently demonstrate superior customer service skills

PHYSICAL DEMANDS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will be required to sit for prolonged periods of time, as well as periodically bend, stoop and stretch. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment. Requires eyesight within range acceptable to read numbers, reports and computer terminals. Requires hearing within normal range for telephone use. Occasionally requires lifting packages of up to 40 pounds. Frequent mobility and/or sitting required for extended periods of time, especially when traveling. Occasionally requires extensive standing or walking, especially at company meetings and trade shows.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

While performing the duties of this job, the employee is exposed to normal hazards consistent with an office setting. Typical lighting and temperature variation consistent with an office setting. Working with office equipment may pose occasional shock. The noise level in the work environment is usually quiet.