Job description

POSITION TITLE: IT Service Desk Technician I

COMPANY: VT Industries

REPORTS TO: Service Desk Manager

LOCATION: Holstein, IA

Company Overview

VT Industries, Inc., is North America’s leading manufacturer of architectural wood doors for commercial and residential applications, the largest post-form laminate countertop manufacturer in the United States, as well as a leading source for butcher block countertops and other architectural wood products. VT is a family-owned company that offers a dynamic work environment and continues to invest in state-of-the-art manufacturing equipment and processes, as well as growth and development opportunities for its team members. The company’s three divisions serve customers from fifteen manufacturing facilities strategically located throughout the U.S. and Canada.

Position Description

The Service Desk Technician I role provides second tier-level of support for end-users within the organization’s desktop and manufacturing computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot areas in person, by telephone, via e-mail, or service portal according to the published service level expectations and provide end-user assistance and training where required.

Overall Responsibilities:

• Identify and learn appropriate software and hardware used and supported by the organization
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution according to the service level expectations
• Prioritize and schedule problems. Escalate problems when required to the appropriately experience engineer or vendor
• Work with end users to troubleshoot network performance issues and relay findings to the Infrastructure Engineers for full resolution
• Document actions and communicate to end user during the ticket resolution process
• Stay current with IT environment, changes, and updates
• Resolve more complex issues requiring detailed systems and applications knowledge
• Identify issues and suggest operational improvements
• Actively contribute to ongoing process improvements
• Collaborate with network infrastructure team to ensure efficient operation of the company’s environment
• Attend ongoing training and obtain related certifications
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
• Assist the IT infrastructure team with project implementation
• Prepare and ensure accuracy of documentation and procedures manuals
• Manage Active Directory services
• Work with plant floor team members and engineers to support manufacturing equipment throughout all locations
• Travel to other manufacturing facilities on a scheduled basis in the United States and Canada to provide onsite support
• Other duties as assigned by manager

Position Requirements

• Associate’s degree in the field of Information Science and Technology and / or 3+ years’ equivalent work experience
• Experience in manufacturing preferred
• Excellent technical knowledge of network and PC hardware
• Working technical knowledge of current network protocols, operating systems, and standards
• Ability to perform network performance issue that affects the client base which may include working with firewall, switches, modems, and other devices
• Ability to operator tools, components, and peripheral accessories
• Ability to reach and understand technical manuals, procedural documentation, and OEM guides
• Ability to conduct research into advanced PC issues and products are required
• Strong written and oral communication skills
• Understanding of the organization’s goals and objectives
• Self-motivated and directed
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer service orientation

Physical Requirements

Tolerance for sitting long periods of time. Possess finger dexterity to write, type, and use a calculator. Maintain adequate vision to view small print and computer terminal. Ability to speak and hear, walk throughout facilities with occasional light lifting (25 pounds), stooping, kneeling, crouching, and reaching with hands and arms required. Ability to travel between multiple facilities as required to perform core job duties.

The physical demands 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.

All team members are expected to follow the Code of Conduct to the highest standards as well as to adhere to the Attendance Policy of VT Industries.

Job Type: Full-time

Pay: $19.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Holstein, IA 51025: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk (Preferred)
• Windows (Preferred)

Work Location: In person

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