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Job Description

Provide IT technical support on a variety of issues for typical office work as well as manufacturing plants. The individual would have limited supervision in day-to-day efforts, responding as necessary to immediate support requests while also identifying and implementing longer term projects. This position may resolve routine issues but is expected to engage, advise and assist other IT teams/Plant management on solution recommendations and/or implementations.

DUTIES AND RESPONSIBILITIES:

Utilizes the Service Management tool to enter, track and maintain requests through completion

Respond to phone, email, and in person requests for assistance

Identifies and addresses trends in support issues and corrects the root cause.

Interact with customers (internal and external) with a friendly and professional attitude, and work with them to improve department success

Involved with projects throughout planning, design/ development activities, and execution. May lead small to medium initiatives such as rolling out software, acquisition team activities, plant wiring and remodels, etc.

Active participation in the configuration, deployment and ongoing maintenance of endpoint computing devices on an enterprise scale

Support mobile programs ensuring configuration changes meets business demands (Apple/IOS device programs and Mobile Device Management)

Identify, recommend and implement opportunities to leverage technology and enhance process efficiencies that will best support business goals.

Provide guidance to staff and team members as needed to help them become proficient

Adhere to all department and company processes and policies.

Quickly adjust to constantly changing conditions, displaying a positive attitude toward new opportunities and change

Perform process compliance audit functions as required.

Assist in the maintenance of IT budget activities as it relates to IT support activities

Act as Primary IT contact for any locations assigned to the role

Shared IT support on-call responsibilities for after hour emergencies

Adhere to, and maintain, policies and procedures

10% domestic travel may be required. - secondary plant is

68 Spain Road

Klingerstown, PA 17941

ITSS Hours (Central Time)

Monday - Friday (On Call): 5pm - 10pm

Saturday (On Call): 8am - 3pm

Closed Sundays and Company Holidays

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Two-year technical degree, related technical certifications, or equivalent work experience is required

Technical proficiency with PC hardware, Windows operating systems and system management tools

Prior background in a manufacturing setting preferred

4+ years of experience in an IT support environment is required.

Awareness of the ITIL process framework

Exceptional customer service skills. Individual must be able to calmly and effectively manage customer problems and requests. This position represents IT at all locations

Strong sense of urgency and ownership in accepting assignments and delivering service

Technical knowledge that extends across disciplines to troubleshoot complex technical issues with a team

Technical knowledge of Active Directory, SCCM, MDT, or similar systems, O365 and Windows 10

Technical knowledge of plant related technology (label printers, handhelds, lift computers/scanners, etc.)

Understand concepts related to networks, servers, databases, etc.

Strong communication and documentation experience

Strong organizational and time management skills

Ability to work with limited supervision in the management, prioritization and resolution of all technology activities pertaining to the assigned locations

Problem solving by using a combination of troubleshooting tools, experience and creativity to resolve customer technical issues

Ability to work across the organization in identifying, troubleshooting and resolving complex issues