IT Support Technician Tier 1

JOB TITLE: IT Level 1 Support Technician 1st Shift

DEPARTMENT: Information Technology

REPORTS TO: IT Support Supervisor

FLSA STATUS: Non-Exempt

Bay Cities, an Employee Owned Company, is the leading creative packaging and display partner to brand marketers, retailers and e-commerce. Our passion, experience, technology and consumer insights move product and drive sales.

Our Mission

Our Passion Powers Your Product

Our Values

Creativity: Our ideas create Client success.

Passion: We have heart with a Customer Service attitude.

Integrity: We honor our business & planet with sustainable practices.

Responsible: We own it!

Safe: Our safe work habits protect us all.

Fun: We take our work seriously- not ourselves

SUMMARY

What is my purpose?

fast and useful technical assistance on computer systems. You will troubleshoot and answer queries on basic technical issues to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

JOB FUNCTION

What am I responsible for?

· Serve as the first point of contact for customers seeking technical assistance.

· Perform troubleshooting through diagnostic techniques and pertinent questions.

· Determine the best solution based on the issue and details provided by users.

· Direct unresolved issues to the next level of support.

· Provide accurate information on IT products or services

· Record events and problems and their resolution in the helpdesk ticket.

· Follow-up and update customer status and information.

· Maintains, Troubleshoots, and works with PC Hardware, PC Software and Local Area Networks.

· Maintains detailed records of equipment, hardware, and configurations.

· Provides customer centered support to all users on all software applications-to include routine training as well as troubleshooting and correcting software problems.

· Maintains documentation and licensure records for all purchased software. Stays current on all software and ensures upgrades are obtained and properly installed.

EDUCATION, EXPERIENCE & COMPETENCIES

What do I need to be successful?

· BS Degree in Information Systems, Business or related field

· 1-3+ years of experience, including support of Microsoft products, PC hardware and software. Including Office365, SharePoint & Microsoft CRM

· Network + Certification or equivalent experience/knowledge

· A+ Certified or equivalent experience/knowledge

· Experience troubleshooting thin clients, PCs, scanners, portable handheld terminals, laptops, tablets, and cell phones

· Experience troubleshooting and maintaining laser printers and zebra printers.

· Ability to multi-task and manage multiple customer requests

· Ability to prioritize work based on department and manufacturing objectives

· Willingness to work flexible shifts and schedule including weekends, nights, and holidays

· Must be highly self-motivated and customer-centric

· Excellent written and verbal communication skills.

· 1-4 years of experience working in a manufacturing environment

· Inventory management skills

· Esko WebCenter, Esko Automation Engine experience

· Amtech ERP experience

What kind of environment will I be working in?

· You will be working at the main headquarters.

· You will spend approximately 60% of time in an office on the computer, 10% of your time in meetings, 30% of your time on the Manufacturing and Distribution floor.

· You will work collaboratively throughout the organization.

· You will work in a Team oriented, results driven environment.

Core Competencies

· High ethical standards. Models and supports organization’s goals and values; adapts to changing conditions; demonstrates persistence and overcomes obstacles. Consistently conducts themselves in an honest and trustworthy manner. Does not pursue their own individual objectives to the detriment of company goals. Sets an example for others to follow. Does the right thing.

· Demonstrates energy and passion about what they do and knows how to balance work and fun. Is generally optimistic and upbeat; fun to be around. Has a strong belief and zeal for the industry, the job, and the company. Conveys energy and intensity at work with a capacity for keeping others enthusiastic and involved.

· Operates with a customer service orientation internally and externally. Works to positively build the Bay Cities brand in everything he/she does. Builds strong, positive relationships with all stakeholders.

· Acts as an owner of the business and instills that same attitude and level of action in others. Is proactive in taking responsibility for all outcomes/results and avoids ‘pointing fingers’. Helps to create and maintain a strong feeling of belonging in the immediate and overall team.

· Regularly involves others in decisions that affect their job or work environment. Demonstrates co-operation and trust with colleagues and teams across organizational boundaries. Participates as a team player and establishes strong working relationships to deliver positive results.

· Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts with strong results/goal orientation. Uses time effectively, prioritizes and organizes work flow; can orchestrate multiple activities at once. Agility and personal adaptability with the ability to successfully manage multiple priorities with a high sense of urgency in a rapidly changing environment.

· Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work. Learns quickly when facing new problems; a relentless and versatile learner; open to change; strives for continuous improvement of self and processes.

· Excellent communication (oral and written) and interpersonal skills with the ability to convey information and ideas in a variety of media, tactful, confident, at all levels, internal and external. Must have strong interpersonal skills and ability to manage multiple projects in a rapidly changing environment.

OTHER

· US Persons Only (US citizens, lawful permanent residents, refugee or asylee – all require proper identification and documentation).

· Minimal local travel required.

· Physical and Environmental Requirements: While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision and color vision.

· Work environment includes front-office and manufacturing. The noise level in the work environment is usually moderate.

· Pre-Employment Verifications: Must pass background and reference checks, drug screen, and physical examination prior to employment.

· Charged with ensuring compliance to the Microsoft Supplier DPR while holding accountability and discretion in the privacy and security of documents.