IT Support Technician I at JackLinksProteinSnacks

The IT Support Technician I provides front-line technical support for our team members.  This role is critical to keeping plant operations running smoothly by delivering timely, hands-on support for end-user devices, manufacturing-floor technology, and basic infrastructure issues. The ideal candidate is customer-focused, dependable, and comfortable working in a fast-paced production environment. This position reports to the Manager, IT Service Delivery and works closely with plant leadership, corporate IT teams, and plant operations staff. RESPONSIBILITIES End-User & Plant-Floor Support • Provide Level 1 technical support for plant and office users via in-person, phone, and email requests • Troubleshoot and resolve basic hardware, software, and connectivity issues for PCs, laptops, handheld devices, printers, scanners, and peripherals • Support IT needs on the manufacturing floor, including shared workstations, kiosks, label printers, and other plant-related technology • Escalate unresolved issues to higher-level support teams following established proceduresDevice & Asset Management • Build, configure, image, and deploy standard computer systems and associated hardware • Perform moves, adds, and changes for end-user equipment and workstations • Maintain accurate inventory of IT assets, including computers, monitors, printers, and handheld devices • Track and assist with end-user software license usage availabilitySystems, Security & Process Adherence • Patch and maintain end-user devices in accordance with corporate security and patching standards • Follow incident, problem, and change management processes • Accurately document all work in the enterprise ticketing system to meet service level expectations • Provide feedback and suggestions to improve standard device images and support processesTraining & Collaboration • Assist with basic user training on hardware and software tools • Contribute to the development of support documentation and training materials • Provide guidance and mentoring to PC Technician interns as needed • Participate in on-call, off-hours, or weekend support rotations as assigned • Performs other duties as assignedPHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to be successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 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 occasionally required to stand, walk and reach with hands and arms.  The employee must occasionally lift and/or more up to 25 pounds.  Specific vision abilities required by this job include close vision. WORK ENVIRONMENT The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The work environment is an office setting with varying degrees of temperature and noise levels. The vast amount of work is conducted in a climate-controlled office. Travel to other plants may be required.