Job Description

IT Helpdesk Technician

We are looking for a permanent full-time IT Helpdesk Technician to provide on-site and remote end user support for Windows PCs, software applications, printers, and basic network and security issues in a multi-site manufacturing environment. This position is responsible for handling incoming end user tickets and escalating as necessary to other internal IT support staff. This role will require independent work as well as collaborative efforts with the rest of the IT team. Some local and overnight travel between facilities will be required.

Primary Duties and Responsibilities

• Serve as the first point of contact for IT support requests via ticketing system, phone, and in-person walk-ups.
• Log, triage, and resolve tickets to meet internal SLAs and metrics. Escalate issues to other IT staff as needed.
• Provide support for PC hardware, software, VoIP phones, and printers/copiers.
• Image, configure, and install PCs with all appropriate software applications.
• Perform basic troubleshooting on wired and wireless network connectivity issues including cabling and configurations of workstations, printers, and other network devices. Escalate firewall and switch issues to the IT Systems Administrator.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, and SharePoint) for end users
• Support shop floor technology needs, including barcode scanners, tablets, handheld scanners, and label printers.
• Assist with new hire equipment setup and deployment.
• Maintain and update computer hardware and software to be compliant with company and IT policies.
• Make purchase recommendations for IT hardware and software.
• Maintain accurate inventory of IT assets, parts, software licenses, and peripherals.
• Work with vendors to resolve hardware, software, and service issues.
• Troubleshoot printers, copiers, and thermal label printers along with maintaining inventory of toner and other consumables. Coordinate with print vendor support for repair and replacement of printers.
• Follow-up with end-users to verify requests have been completed to their satisfaction.
• Assist with installing, troubleshooting, and upgrading security cameras and related access control equipment.
• Follow IT security policies and procedures. Escalate potential security incidents to IT leadership.
• Assist other IT staff with projects as needed.
• Document recurring issues and contribute to internal knowledge base articles
• Be available for after-hours on-call support.

Required Qualifications

• Knowledge of Microsoft Windows operating systems and Office applications
• Troubleshooting and repairing PC hardware and software issues
• Troubleshooting network connectivity issues including wired and wireless connections
• Experience configuring and troubleshooting printers and copiers
• Experience with Microsoft 365 services
• Excellent communication and customer service skills
• Able to work independently as well as with a team
• 2-3+ years of IT support experience preferred
• Strong attention to detail
• Ability to support remote facilities by phone and remote access software
• Ability to work safely in a manufacturing environment with required PPE
• Ability to use a ladder and operate a scissor lift
• Ability to lift/move equipment up to 40 lbs.
• Able to travel to other facility locations in TN, MS, and TX (<25% travel)

Preferred Qualifications

• Knowledge of CAD software packages such as AutoCAD, Inventor, and SolidWorks
• Experience installing and troubleshooting network cabling and connectivity
• A+ and/or Network+ certification

Anchor Fabrication is an Equal Opportunity Employer.

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