Job Description

Onsite It Helpdesk Specialist

Metalcraft is looking to hire an Onsite IT Helpdesk Specialist. This position serves as the first point of contact for users seeking technical assistance, diagnosing and troubleshooting hardware and software issues, managing user accounts, and documenting technical problems. Strong communication, problem-solving, and interpersonal skills are essential for this customer-focused role, as it often involves guiding less-technical users through complex situations. This role will install new hardware and software and maintain existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization.

Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone, in person, or by email.
• Performing remote troubleshooting through diagnostic techniques, pertinent questions, and remote support software.
• Determining the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel.
• Record events, problems, and resolution in helpdesk software.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data.
• Replace equipment that has reached the end of its warranty or lifecycle.
• Assist in the tracking of hardware and software products.
• Experience with Microsoft Active Directory, DHCP, and DNS administration.
• Ability to troubleshoot Microsoft Office 365, Exchange Online email deliverability issues, anti-spam solutions.
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.
• Train end-users on new devices and technologies.
• Strong attention to detail, documentation, communication skills and follow-through.
• Strong analytical and problem solving skills.
• Ability to work effectively under pressure.

Qualifications

• An Associate's Degree or higher in IT or equivalent work experience is required.
• Excellent team player.
• Proficient working knowledge of Microsoft platforms.
• Experience with Microsoft O365.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Experience in a manufacturing environment a plus but not mandatory.

Metalcraft of Mayville is an Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

PM17

Job Expectations

Physical Demands

Physical Activity:

Activity

N/A

Occasionally

Frequently

Regularly

Average lbs.

Lift/Carry

X

25 lbs routinely, 55 lbs occasionally

Push/Pull

X

25 lbs routinely, 55 lbs occasionally

Reach Overhead

X

Comments:

Climb

X

Squat/Bend/Kneel

X

Sit

X

Stand

X

Walk/Move About

X

Occasional: 1-2 hrs/shift, frequently 2-5 hrs/shift, regularly 5-8 hrs/shift

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.

Regularly exposed to varying temperature conditions between 60-100 degrees Fahrenheit, loud noise, moving machinery parts, airborne particles, and fumes from production equipment.

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