IT Manufacturing Technician

DEADLINE TO APPLY IS TUESDAY, DECEMBER 5, 2023, AT END OF DAY

Job Title: IT Manufacturing Technician

Target Band: 500.PNE - Technical

Location: IT, Shenandoah, IA

Hiring Manager: Jeff Mennen

SUMMARY

Responsible for the technical support of end users related to computers, mobile devices, and shopfloor systems.  Handle Tier 1 and Tier 2 customer service requests.  Develops and follows standard work documents for repeatable issues.  Capable of working with Tier 3 (Business Analyst) support to identify opportunities and then assists in training other IT Technicians.  Strong customer service skills are essential. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Percentages represent guidelines only.

         80% Day to day support of existing environment - Tier 1 (call processing, standard work requests) and Tier 2 support (problem resolution).

         10% Personal Development - Planned development to support team objectives.  This will include both broadening of areas supported as well as developing deep knowledge in specific areas.  Development plan should be managed in conjunction with manager.

         10% Documentation and support handoff - Produce operational documentation to turn over to other IT technicians.

         Responsibilities outside of normal business hours - Rotating support for some weekend work, off hours on call support and backup for 3rd shift coverage.

         Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Two-year degree in a computer related field or 2 years of equivalent experience in a technical role.

LEADERSHIP COMPETENCIES (List up to 6 directly from Pella's Competency Model): 

         Apply technical / functional expertise.

         Manage and improve processes.

         Demonstrate adaptability.

         Create customer loyalty.

         Practice self-development

         Foster open communication

MANUFACTURING PLANT

Provides onsite technical support for computer equipment, integration with factory automation systems and misc. technology systems.  Work closely with customers to roll out new systems and restore operation services. Some understanding of basic programming and the ability to dive into new technologies.

ASSET MANAGEMENT

Process requests for computer and telecommunications equipment.  Follow procedures to maintain accurate inventory records, audit inventories and work with customers to identify cost savings opportunities through Life Cycle management principles.  Basic research for standards supports and consolidate feedback on existing standard equipment. 

SOFTWARE

Support internal IT based manufacturing systems.  Support includes a basic understanding of the applications, ability to apply system upgrades and basic report and query writing.  Will be required to work closely with application users to resolve problems.  Work with outside software vendors for support and maintenance.   

TECHNICAL/FUNCTIONAL SKILLS

• Networking
• Scanning & Printing technology
• Factory Automation & Machine integration
• PC Fundamentals & Mobile device management
• Basic programming

CERTIFICATES, LICENSES, REGISTRATIONS

A , Network , MCP, MCDST

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Travel Expected: 10% of time.

Off Hours support based on rotation