Help Desk Support Technician

Description:

MDC Precision is a world leader in delivering high-quality products to the research, semiconductor, aerospace, life sciences, and food processing sectors. We are a fast-growing company looking for exceptional Support Technician to expand our Technology Team’s Helpdesk. You will be working in a fast-paced manufacturing and office environment, providing world-class support to our internal users across the US and globally. If you enjoy problem-solving, first-hand learning, and take pride in helping others succeed using computer systems, you will be a powerful addition to our team. You will conduct a wide range of technical tasks; one day in the morning you may be remoting into multiple servers to track down an authentication issue, while that afternoon you are connecting cables under a new hire desk. You will need to be creative, flexible, and bring a willingness to learn something new every day. The ideal candidate will be diligent, calm under pressure, and good at prioritization.

Requirements:

Primary Responsibilities:

• Responding to employees’ issues, in-person, by e-mail, phone, and chat app
• Maintaining and troubleshooting PCs, printers, servers, and related equipment (mice, keyboards, monitors, etc.)
• Identifying and escalating situations requiring urgent attention.
• Interacting with users in office and shop floor environments to identify and resolve issues.
• Managing Helpdesk tickets in a timely manner and escalating as needed.
• New Hire Setup (Active Directory, ERP access, facility access card, equipment setup)
• Training users on business applications; Azure, Intune, SharePoint.
• Collaborating with users on-site and at remote facilities.
• Performing remote work after office hours as needed.
• Work with third party support (warranty claims, vendor support) as needed.
• Create and update documentation.
• Supporting users with Office 365, Exchange, Windows 10 and 11 workstations.
• Familiarity with Microsoft Dynamics AX is bonus.
• Familiarity with Citrix administration is bonus.
• System and network administration experience is a bonus.
• Vietnamese language skills are a bonus

Knowledge, Skills, and Abilities Required

• Strong computer troubleshooting skills in a Windows environment.
• Excellent customer service skills – our users cover a wide range of computer ability levels. You must be comfortable understanding issues and proposing solutions using technical and non-technical language verbally and over e-mail / chat.
• Ability to quickly understand and prioritize issues based on severity and impact to the organization.
• Comfortable working independently to solve common issues and with the team to escalate when needed.
• Four years relevant and recent experience
• Deep knowledge of Windows desktop
• Familiarity with basic networking concepts (IP, DHCP, DNS)
• Familiarity with basic virtualization concepts
• BONUS: PowerShell (or other scripting/coding experience)
• BONUS: Familiar with intermediate networking concepts (VPN, VLAN, SD-WAN)
• BONUS: Administer Meraki network and Unifi wireless equipment.

Minimum Qualifications

• Firsthand computer setup and troubleshooting experience.
• Self-taught or formal training.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is a Full-time, onsite position. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is required to walk and reach with hands and arms. The individual is required to work at a desk on a computer for an extended period of time with periods of time in which they will have to move around the office for interaction with others. Requires interaction with others via the telephone for extended periods of time. Requires light physical effort such as stopping and bending, crawling beneath desks and occasional lifting of lightweight objects (up to 25 pounds). The noise level in the work environment is low to moderate.