IT Support Tech

7 months ago

Burlington, Canada Fike Corporation Full time

IT Support Tech Co-Op

Fike Corporation, a rapidly growing international manufacturer of pressure relief, explosion protection, fire suppression and detection equipment, has an opportunity for an IT Support Tech Co-Op position. Fike is a privately held business located in Blue Springs, MO with over 400 employees locally & over 1,200 employees worldwide.

**Job Summary**:
Assists with providing support to end users by directly resolving questions and problems concerning use of computing equipment or by initiating the assistance process and escalating issue to Fike Corporate Information Technologies or Business Systems. Assists with the installation, configuration, maintenance and lifecycle management of laptops, desktops, printers, scanners, peripherals and mobile devices. Monitors, troubleshoots, and escalates server, network and communications issues.

**Primary Responsibilities**:
1. Assists with providing Level I (help desk function) and Level II (tech level) local and remote support to effectively respond to questions and problems concerning use of computing devices.

2. Maintains excellent rapport with internal customers while attempting to resolve their trouble situations in a timely manner. Escalates complex issues or site outages to Corporate IT Network Engineer or Business Systems Analyst.

3. Provides timely attention to Helpdesk requests.

4. Assesses the validity of the requests as they arrive, ensures the details within the support cases are complete and that the impact and criticality of the issue is correctly assessed.

5. Coordinates support of Global IT tickets with peers.

6. Provides problem resolution and and/or escalates requests as appropriate.

7. Performs checks on WAN communications and On Premise Servers as necessary, ensuring system availability.

8. Coordinates acquisition of Business IT equipment with local vendors per Fike Corporate technical specifications.

9. Deploys, configures and maintains operational quality of installed base of laptops, desktops, printers and mobile devices.

10. Maintains IT equipment database to reflect IT assets by department location and/or individual assignment.

11. Communicates any discrepancies with Corporate IT.

12. Safeguards Software License keys and installs only approved software.

13. Coordinates with Fike Corporate IT in the creation of workstation images and/or standards to improve deployment, support and management of computer infrastructure.

14. Assists with maintaining accounts by setting up new user profiles, disabling inactive users, resetting passwords, modifies group memberships in Active Directory and Google Workspace.

15. Joins computers to the domain.

16. Follows IT Procedures and HR direction for terminated employees.

17. Follows established policies & procedures, quality assurance guidelines and safety standards.

18. Effectively communicates to the Manager the current status of activities, successes and issues.

19. Develops and maintains professional and technical knowledge by attending educational workshops, reviewing publications and establishing personal networks.

20. Maintains the confidentiality of all information processed.

Performs related duties as assigned. Regular and consistent attendance is required.

**Essential Skills**:
Subject Matter Understanding. Computer Applications. Research. Effective Verbal and Written Communication. Listening. Detail

Oriented. Organization. Agility. Team Player. Customer Service Oriented.

**Work Environment**:
While performing the duties of this job, the environment is general office work and the employee is regularly required to walk,

talk, hear, see, stand, sit, and use hands. While performing the duties of this job, the employee is regularly required to stand and

walk. The environment might vary between an office setting and plant/shop as well as outdoors as necessary. Proper safety

guidelines must be adhered to.

**Job Qualifications**:
**REQUIRED**: Information Technology training or an equivalent combination of education and experience. Knowledge and working proficiency (1 year) in a Business Network environment with PC and Laptop hardware, peripherals, printers, Current Windows Operating Systems, MS Office Suite and Google Workspace. Must have good problem solving skills with emphasis on detail and follow-up. Strong communication and customer service skills. Must be team oriented.

**PREFERRED**: Basic knowledge of Windows Server operating systems and network platforms. Familiarity with Awingu or Citrix.

Fike is an Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

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