Job Description
Job DescriptionJOB TITLE: IT Help Desk Technician
PRIMARY RESPONSIBILITY: The IT Help Desk Technician will serve as the first point of contact for employee IT support, handling the day-to-day workload of troubleshooting, resolving, and escalating basic hardware, software, and access issues to keep team members productive.
CORE VALUES: The following list of Core Values and Behaviors are necessary to meet the minimum requirements:
TEAMWORK
- Help each other succeed
- Communicate clearly and directly, listen well
- Encourage teammates
- Blameless problem solving
HONESTY AND INTEGRITY
- Honor your commitments
- Do the right thing
- Consistent in your attitudes and actions
LEAN
- Improve processes
- Open to new ideas
- Share information, and teach
- Expose issues
NUMBERS FOCUSED
- Deliver results
- Analyze data for improvement
- Take ownership and accountability
- Work smarter, not harder
EXCELLENCE
- Exhibit passion in serving customers
- Contribute solutions
- Sense of urgency
- Be the best at what you do
- Seek knowledge
FUN
- Be positive
- Celebrate achievements
- Don’t take yourself too seriously
CHARACTERISTIC DUTIES:
Essential
- Serve as the first point of contact for employee IT support requests via phone, email, and in person.
- Log, track, and prioritize support tickets through the help desk ticketing system.
- Troubleshoot and resolve basic hardware, software, and connectivity issues for end users.
- Set up, configure, and deploy workstations, laptops, monitors, and peripherals for new-hire onboarding and existing employees, coordinating with HR on start dates and equipment needs.
- Provision and deprovision of user accounts and system access for onboarding, transfers, and offboarding, in coordination with HR; manage routine password resets and access requests
- Install, update, and configure standard software applications and printers.
- Escalate complex or unresolved technical issues to the IT Integration Specialist or appropriate IT staff.
- Maintain accurate inventory of IT equipment, supplies, and loaner devices.
- Provide basic end-user training and how-to guidance on standard software and hardware use.
- Document recurring issues and solutions to build out the team’s knowledge base.
- Other duties as assigned
REPORTS TO: Director of Technology
WORKS WITH: Vendors & Future Form Team Members
SAFETY REQUIREMENTS OF POSITION:
Follow all OSHA safety regulations and those set by Future Form Manufacturing
REQUIREMENTS OF POSITION:
Essential
- High school diploma or equivalent required; associate’s degree in information technology, Computer Science, or a related field preferred.
- CompTIA A+ certification preferred.
- 1-2 years of experience in a help desk, technical support, or customer service role.
- Solid working knowledge of Windows and Mac OS, Microsoft Office 365, and common business applications.
- Familiarity with troubleshooting PCs, printers, mobile devices, and basic networking concepts.
- Strong customer service, communication, and problem-solving skills.
- Ability to manage multiple support requests and priorities in a fast-paced environment.
- Experience with a help desk ticketing system a plus.
Beneficial
- High school graduate plus relevant vocational training (e.g. sheet metal work)
- Experience in a manufacturing environment
- Ability to perform basic setups in a variety of departments
- Ability to read drawings
- Ability to use precision measuring equipment
- Ability to create spreadsheets and graphs using Excel or the equivalent
- Ability to create and file Work documents
- Additional math skills relating to algebra, geometry and/or trigonometry
PHYSICAL REQUIREMENTS OF POSITION:
Sit 42%, Stand 15%, Walk 23%, Bend 8%, Squat 2%, Lift 5%, Twist 0%, Kneel 3%, Reach Above Shoulder 0%, Climb 0%, Drive 2%, Push/Pull 0%.
Must be able to lift up to 35 pounds on a regular basis. Must have normal vision (with or without corrective lenses) and hearing (with or without corrective hearing aids).
Working Environment: Office environment / Shop environment. Moderate noise level. Exposure to dust, heat and cold.
This position will require drug testing per company policy.