IT Desktop Support Technician

$47,840 - $52,000/Yr

Geopaq Logic - Kokomo, IN

Full-time - Entry Level

Kokomo, IN

Administrative and Support Services

About the position

The IT Desktop Support Technician serves as the initial point of contact for internal applications, hardware, mobile, and remote technology in a manufacturing environment. This role involves troubleshooting and resolving hardware, software, and network problems while ensuring high levels of customer satisfaction, particularly for executive-level clients. The technician will log and categorize incoming ticket activity, follow up on outstanding issues, and document procedures and inventory of assets.

Responsibilities

• Serve as the initial point of contact for internal applications, hardware, mobile, and remote technology.
• Log, categorize, and action all incoming ticket activity in the Helpdesk Ticketing system.
• Follow up on outstanding issues with customers regarding the status and closure of incidents/requests.
• Troubleshoot and resolve hardware, software, and network problems.
• Document procedures, FAQs, and inventory of assets.
• Isolate problem trends and complete troubleshooting efforts for recurring problems until permanent solutions are discovered.
• Provide technical advice to executive-level clients and their assistants.
• Ensure high levels of customer satisfaction by providing extraordinary IT support.
• Build trust and good relationships with customers and act as a bridge between customers and the consulting group for new business opportunities.
• Administer company security programs and VPN.
• Create and enforce company IT policies.
• Support VIPs and business travelers.
• Conduct IT server room cleanup and follow up on all issues in the IT room.
• Check network issues and cooperate with the Network team.
• Check file server issues and cooperate with the Server team.

Requirements

• Strong working knowledge of core applications including Windows 7/10/11, Microsoft Office, Imaging Software, SCCM, and Active Directory.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to prioritize and organize work to meet defined SLAs.
• Experience in help desk support for at least 1 year (preferred).
• Experience with Windows for at least 1 year (preferred).
• Willingness to travel up to 10% of the time.

Nice-to-haves

• Android mobile incorporation experience is a plus.
• Strong understanding of MES systems is a plus.

Benefits

• Health insurance
• Paid time off