Desktop Support Tech (932)

COMPANY SUMMARY:
CDI Products, a Michelin Group Company, is a global leader in high-performance polymer products, wear components, and functional parts. With locations across North America, Europe, the Middle East, and Asia-Pacific, we deliver fully integrated solutions from raw materials to finished products through in-house engineering and material development capabilities. Serving industries such as Aerospace, Automotive, Energy, Medical, Semiconductor, and Water Treatment, our materials and products are expertly engineered and tested on-site. Our team is committed to innovation and excellence in delivering cutting-edge solutions around the globe.


JOB SUMMARY:

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on appropriate action.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide technical support to end users for desktop hardware, software, and peripherals.
• Diagnose and resolve technical issues related to desktop systems, applications, and network connectivity in a Windows 10/11 environment.
• Install, configure, and maintain desktop hardware and software systems.
• Troubleshoot and resolve issues with printers, scanners, and other office equipment.
• Respond to support tickets and resolve issues in a timely and professional manner.
• Maintain accurate records of support requests and resolutions in a ticketing system.
• Collaborate with other IT team members to resolve complex technical issues.
• Escalate unresolved issues to higher-level support or IT teams.
• Assist with onboarding new employees, including setting up desktops, user accounts, and necessary software.
• Provide remote and on-site technical support and walk users through step-by-step solutions.
• Provide training and guidance to staff on the effective use of software and IT resources.
• Perform system updates and software patches to ensure optimal performance and security.
• Provide excellent customer service and ensure a positive user experience.
• Contribute to continuous improvement by identifying trends in recurring issues and recommending solutions {LIST BULLET POINT- DUTIES}
  

REQUIREMENTS:

• Relevant certifications (CompTIA A+, Network +, Microsoft Certified Desktop Support Technician).
• Proven experience as a Desktop Support Technician or in a similar IT support role.
• Strong knowledge of desktop operating systems (Windows, macOS, Linux, etc.) and common software applications (Microsoft Office, email, etc.).
• Prior experience with helpdesk ticketing systems (e.g., Autotask, Zendesk, ServiceNow, Freshdesk) is a plus.
• Experience with computer hardware setup, configuration, and troubleshooting.
• Familiarity with network configurations and troubleshooting.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills and the ability to interact with users at all levels.
• Ability to prioritize tasks and manage time effectively.
• Ability to work independently and as part of a team.
• Experience with remote desktop support tools.
• Knowledge of security best practice for desktop systems.

• Experience with Active Directory, Group Policy, and VPN solutions.
• Knowledge of cloud platforms (e.g., Office 365, Oracle Cloud).
• Understanding basic IT networking concepts (TCP/IP, DNS, DHCP, VPN).

PREFERRED QUALIFICATIONS:

• Strong oral and written communication skills
• Strong learning skills
• Customer service oriented
• Problem analysis
• Problem-solving
• Adaptability
• Ability to work and collaborate within a team
• Planning and organizing
• Attention to detail
• Ability to multitask and work in a high-paced manufacturing environment.

WORK ENVIRONMENT & POTENTIAL HAZARDS:

• Office environment with daily exposure to the manufacturing floor.
• Some exposure to possible shop hazards including high noise and heavy machinery.

EEO STATEMENT:
CDI is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant based on race, color, creed, religion, national origin, sex, gender identity, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws.