Desk Side Support Technician

Overview
The Desk Side Support Technician position is responsible for the day to day break fix IT support to the user community and must possess a strong commitment to high-quality customer service and solid work ethic. This position will be based in our Manchester, IA manufacturing facility. The role will provide IT support, including diagnosing and troubleshooting PC hardware and software technical problems. The position will also involve coordinating with other support groups and being part of the IT support resource team that supports all sites in North America.
Responsibilities

• Providing face-to-face, phone and online break fix support to the enterprise user community.
• Maintain, troubleshoot, repair, and image desktop computers, laptops, and peripherals
• Prepare and manage deployment of PC's, laptops, and printers while maintaining inventory on all hardware and software deployed.
• Ensure all IT assets are documented, catalogued, and kept up-to-date in the CMDB tool
• Interfacing with various vendors in support of the hardware and software systems
• Installing and maintaining proper software and application resources
• Communicating with other support groups within Motrex while providing hands and feet support as required
• Ensuring all support cases are dealt with in agreed service levels while maintaining satisfactorily ticket documentation within ITSM logging system
• Ability to support technical issues on the plant floor
• Occasional travel to remote sites may be required

Qualifications

• Excellent communication skills, with the ability to communicate professionally and confidently at all levels with strong organizational skills and a solution-based, problem-solving mindset.
• Experience supporting Enterprise-level organizations' PC support needs, while being flexible, adaptable and able to meet tight deadlines.
• Working understanding of Windows 10, Active Directory, Microsoft Office, and Google Suite applications as well as Network Topologies - Ethernet, TCP/IP, Smart-Device technology - iPad, iPhone, Android etc.
• Ensure that relevant parties are kept informed as to the status of support work being carried out in a timely manner
• Responsible for developing standards/processes and knowledgebase documentation
• Reasonable level of understanding ITIL and ITSM environment.

EEO Statement
Motrex is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
About Statement
Motrex (motrexllc.com) provides services to industrial manufacturing and recycling businesses. We specialize in Finance and Accounting, Purchasing, EHS Compliance, Quality and Human Resource Management, as well as Information Technology. Our multi-functional approach enables us to exploit synergy potential and thus improve the competitiveness of our clients' businesses.