IT Support Engineer

ME Global•Duluth, MN

21h

About The Position

The IT Support Engineer is responsible for supporting manufacturing and office environment computing systems and users. Will need to exercise discretion and independent judgement during the support of critical business operational systems. Tasks will include receiving, prioritizing, documenting and actively resolving end user support requests with a strong focus on delivering outstanding customer service. Independently troubleshoot, resolve and/or escalate incidents and requests as necessary. Assists in the acquisition, deployment and tracking of IT assets. May act as lead in some IT process areas.

Requirements

Minimum of a four-year college degree in Information Technology or related field, or equivalent experience
MCDST, A+, or equivalent experience
Demonstrated competency with supporting client and server devices in a Microsoft Windows domain
Technical proficiency with Windows 11 and Microsoft Office Apps
Demonstrated ability to effectively document procedures and IT systems
Demonstrated customer service experience
A solid understanding of computer systems troubleshooting procedures
Ability to comprehend and retain technical information
Good written and verbal communications skills
Strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization
Good organizational skills; ability to juggle multiple concurrent requests
Ability to lift and haul equipment up to 50 lbs and crawl under workstations to install and maintain equipment
Demonstrated experience in successfully utilizing a help desk ticketing system
Ability to travel independently between remote facilities

Nice To Haves

Experience working in a manufacturing and/or foundry environment
Experience supporting PLC or SCADA systems including data analytics and remote monitoring
Technical proficiency with Windows 10
Experience supporting ShoreTel VOIP and digital signage systems
Experience supporting iPhone, iPad, tablet and other mobile users
Experience w Jira ticketing system

Responsibilities

Provide daily operational support for hardware, software, network and various other technology components in a foundry and office environment
Deliver outstanding customer service
Escalation contact for moderately complicated issues
Effectively support remote users
Follow and provide input into the development of policies and standard operating procedures
Manage hardware and software configurations and maintain systems documentation
Troubleshoot and coordinate resolving user issues, software and equipment errors identified by system generated alarms or systems users
Coordinate equipment deliveries and installations, software license compliance, inventory and asset control
Log and track support calls in the designated ticketing system, prioritize and escalate tickets as required to ensure customer satisfaction
Communicate in a clear, professional and courteous manner in person, during telephone calls and in written correspondence
Assist with creation of a knowledgebase for frequently asked questions and technical tips
Provide extended and off-hours support as required in problem or crisis situations; may participate in an after-hours on-call rotation
Manage concurrent planned tasks around daily priorities
Maintain the confidentiality and security of privileged company information