Job description

Job Summary:
Open, work, and close Help Desk tickets within agreed-upon KPI parameters.Escalate higher level issues appropriately to achieve KPI goals.Suggest policies, projects, and technical changes to improve the IT experience for end users, to achieve optimal IT performance for end users, and to optimize the use of IT towards profitability.

Job Duties:

• Adhere to Good Manufacturing Practices, Standard Operating Procedures, and Safety Regulations consistently.
• Receives and logs incident, request, problem, and change issues from the End User into our internal ticketing system.
• Assesses and assigns priorities to tickets from the End User to ensure the correct level of urgency.
• Processes and monitors logged tickets, liaising with internal IT groups where necessary, to successfully resolve and close tickets promptly
• Adheres to IT Help Desk best practices regarding availability, and ensures all End User issues are addressed quickly.
• Builds a good working knowledge of the IT environment, to achieve higher levels of “first time fix” for End User issues.
• Communicate with Vendors for End User support needs.

Required Competencies & Knowledge:

• Technical knowledge of a variety of systems.

oWindows Desktop, Active Directory, Terminal Services
oCitrix Remote and MyDesktop environments
oRemote Connectivity tools, such as VNC, TeamViewer or other IP based options
oTicketing systems, such as ServiceNow or SysAid
oMicrosoft Office 2016
oMicrosoft O365
oKronos

• Ability to learn and support other key business software and hardware
• Working knowledge of IT best practices, including security protocols and policies
• Familiarity with office automation equipment, such as printers, copiers, scanners
• Familiarity with equipment and applications used in a manufacturing environment, including label printers, scanners, process control interfaces

Ability to:

• Support and manage a high volume of tasks
• Adapt to new situations and challenges, as circumstances demand
• Stay abreast to technology: new and emerging developments in the field of Information Technology
• Communicate effectively both verbally and in writing.
• Document effectively
• Ensure collaborative relationships with industry, trade, other associations, regulatory agencies and Hearthside staff
• Work effectively with all levels of the organization
• Lead ‘best in class’ behaviors with focus on safety, quality, and policy focus

Minimum Qualifications:

• 1+ years’ experience in a help desk service role, systems administration role, or overall equivalent
• Technical certifications such as ITIL, CNCT, or HDI preferred

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