IT Support Technician

Holtec International
Essential Job Functions:
The IT Support Technician will provide support in Windows/Office 365 environment and will respond to incoming tickets through ManageEngine, resolving/troubleshooting any hardware and software related issues. The individual will complete 20-30 tickets daily dealing with a range of issues such as: Adding new users to AD, password resets, setting up new users email accounts, network connectivity issues, setting up multi factor authentication etc.
  • 5+ years of experience as a desktop support technician troubleshooting hardware & software issues.
  • Provide support to all levels of management and production employees.
  • Understanding of DNS and DHCP and basic networking knowledge. Know what an IP range, subnet and VLANS are and how to troubleshoot
  • Active Directory and Office 365 administration skills - (need to be able to add licenses for new users, add multi factor licenses and set up and configure authentication.
  • Experience providing remote support and remoting into user’s computers using a remote support control tool.
  • Experience using an enterprise level ticketing system - company uses ManageEngine.
  • Installation and configuration of hardware resources in accordance with company procedures and processes.
  • Maintaining hardware inventory, tracking assets, managing hardware requests, and helping provide reports on hardware requirements.
  • Basic server experience - connectivity of severs.
  • Software installation and configurations in accordance with company procedures and processes.
  • Troubleshooting and diagnosis of hardware and software related issues using standardized tools.
  • Training employees in the usage of company software as requested.
  • Performance computer system maintenance to ensure proper functionality.
  • Managing helpdesk requests through company helpdesk request system.
  • Responding to support requests through e-mail, in person, or over the phone.
  • Manages local printer maintenance through third party support contract.

Physical Demands & Abilities:
Able to provide support through active participation in an office environment or on the production floor to include climbing stairs, standing, sitting, crouching, bending, reaching, and lifting of up to 50 pounds without assistance or supervision

Minimum qualifications:
  • Understanding of major Microsoft operating systems and software products, including, but not limited to, Windows 10/11, Windows Service 2012, 2016, 2019, 2022 Microsoft Office O365Adobe Acrobat/Life Cycle/PDF Exchange.
  • Basic understanding with functionality of general ERP systems.
  • Intermediate knowledge of computer hardware and peripherals, installation and repair.
  • Experience with TIA/EIA-568 cabling standards, understanding implementation, installation, and configuration of cabling.
Preferred qualifications:
  • Experience installing 3D design software such as: Solid Works, AutoDesk, Mat Lab, and Adobe.
  • Experience with NetBackup.
  • Experience configuring and maintaining Isolon storage.