IT Support Technician

Overview

On Site
USD 17.00 - 23.00 per hour
Full Time

Skills

Manufacturing
Physical Layer
Performance Management
Preventive Maintenance
Project Management
Remote Support
Computer Networking
Microsoft Outlook
Computer Troubleshooting
Wireless Networking
TeamViewer
IT Service Management
Microsoft Office
Service Desk
Technical Support
Customer Service
ServiceNow
Help Desk
Routing
SAP BASIS
Training
Incident Management
Project Portfolio Management
Documentation
Microsoft Operating Systems
Microsoft Windows 7
Microsoft Windows
Printers
Printer Support
Computer Hardware
Application Support
Microsoft SCCM
Active Directory
Network Cabling
Cabling
Citrix
Phone Support
iPhone
VoIP
Cisco
Taxes
Life Insurance
Information Assurance
Impact Analysis
Information Architecture
Collaboration
Partnership
Law

Job Details

On a day-to-day basis this technician will be assisting the end users on site with issues related to hardware, software, Office 365, mail, passwords, functionality and general enterprise support for Windows Enterprise, Microsoft Office Suite, and other various manufacturing related technology. This technician will be taking on the bulk of the L1 Service Desk calls and freeing up other technicians for project based work (upgrades, implementations etc.)
This Tech will be the sole point of contact across 3 production sites on its overnight shift. They are really going to be looking for the right person from a personality standpoint to be able to absorb the work, but also work alone.
Shift requirement:
- Mon - Friday
- 4pm - 12am
Monday - Friday either 8 a.m. - 5 p.m. or 6 a.m. - 3:30 p.m
Day-day responsibilities:
- Primarily Service Desk and Desktop support for local users, mostly written ticket requests responding to a shared queue.
- End Users are factory and office workers at the Muscatine IA location (400 Employees)
- Most calls go to Help Desk at Greene, and are rerouted to this location.
Nice-to-haves:
Familiarity with ServiceNOW (3C Logic)**
TeamViewer (remote control of users PC)
Project Experience
Desktop Support, Deployment, Imaging, Hardware replacements, Swaps etc.
Level 1 /2 =
Get a phone call/ticket, call customer and do basic PC/network troubleshooting...
Example issues:
- "My outlook isn't working"
- "Need a computer upgrade"
- Devices aren't working in the field
- "My mouse isn't working"
- Basic PC troubleshooting, then of they can't fix it then escalate to the next level
- Capable of putting "Guns" onto the wireless network and program it (follow steps)
- Troubleshoot a printer- "it's not working and if follow instructions"
- TeamViewer - remote control access to user computers.
Skills
Troubleshooting, help desk support, service desk, Customer service, Technical support, Help desk, Hardware, Windows, Desktop, customer service skills, office 365, itsm, microsoft office, Windows 10
Top Skills Details
Troubleshooting,help desk support,service desk,Customer service,Technical support,Help desk,Hardware,Windows,Desktop,customer service skills
Additional Skills & Qualifications
The Primary Training Plan for the first Month would be as follows
1. Shadow me and Troy as we respond to tickets so they can learn our process, see how we communicate with the end user, etc.
2. Learn Service Now and 3CLogic, entering and responding to tickets.
3. Get experience with answering help desk calls and routing tickets.
Outside of these 3 priority topics there will be additional training topics for the new person to learn as we have time available to work on a topic with either me or Troy. These would be on an ongoing basis to build up their skills and be able to take on some tasks to either relieve me and Troy or have things to work on during downtime.
Additional Training Topics:
1. Documentation and Procedures -
Explaining IT Procedures and Policies, examples include security request, new phone or computer request, incident response, PPM, etc.
Documentation process
2. Imaging and Upgrades -
Imaging new computers
Re-imaging existing builds
Windows 7 to 10 upgrades
Windows 10 in-place upgrades
Setting up user profile and user specific programs
3. Printers -
Ricoh Printer support, supplies and toner
Label printer support, Loftware and common hardware issues
4. Application Support -
General understanding of the types of applications in use at Raymond
Procedures for common application installs or common support issues
SCCM - general understanding of its use and our updating procedures
5. Active Directory -
OU level organization, AD basics
User accounts, user setup procedure, termination procedure
Computer accounts
6. Network Cabling -
Procedure for installing cabling in the shop or office, working with Lucas
Creating network cables (good downtime activity and we always need more cables)
7. Citrix -
How Citrix is used at Muscatine
8. Phone Support -
iPhone support, common problems and requests
Flip Phones
Phone Policies
VOIP phone basics (not admin at Cisco level)
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $17.00 - $23.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Muscatine,IA.
Application Deadline
This position is anticipated to close on Apr 7, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About TEKsystems c/o Allegis Group