Responsibilities
1.Serve as a local point of contact for end users seeking technical assistance
2.Monitor and respond quickly and effectively to requests received through the IT Service Desk and adhere to SLA rules
3.Provide step-by-step training for end users and document internal procedures
4.Direct significant, unresolved, or recurring issues to the next level of support personnel
5.Provide accurate information and technical assistance support on IT products, services, software, and hardware
6.Log all service interactions and their resolutions in ServiceNow
7.Pass on any feedback or suggestions by end users to the appropriate internal team
8.Stay current with system information, changes, and updates
9.Assist the IT team in other duties as deemed necessary
10.Assist in training junior IT Support Specialists
11.Travel between area facilities to support locations within the region

Requirements, Qualifications, and Skills

1.2-5+ years of experience in an IT professional support role, with a focus on decision-making, researching, analyzing, and interpreting system infrastructure and application problems.
2.Advanced support skills to address more complex problems requiring deeper technical knowledge. Capable of diagnosing and resolving advanced technical issues independently.
3.Proficient in managing more sophisticated IT environments and troubleshooting without direct supervision.
4.Bachelor’s degree relevant to the position or equivalent experience
5.Tech savvy with working knowledge of current office and manufacturing software, networking, and Microsoft products with a good understanding of computer systems, mobile devices, and other tech related products
5.Ability to diagnose and resolve technical issues without direct supervision
7.Experience with Endpoint Central and ServiceNow a plus
8.Proficiency in English reading and righting
9.Customer-oriented and ability to stay calm under pressure
9.Strong communication and organizational skills
10.Must have the ability to adapt quickly
11.Keen attention to detail, memory of patterns, and interest in problem solving
12.Ability to lift up to 45 lbs.