Desktop Support Technician

As a leading manufacturer of nutritional supplements and other health-building products, we are dedicated to enhancing the wellbeing of our customers - through research, development and delivery of effective nutritional products. It is our mission to contribute to the lives of our customers, employees, suppliers and the communities we serve, in a cooperative and sustainable manner.

**Job Summary**:
**Job description**:

- Provides day-to-day technical support to employees for hardware break/fix, network infrastructure and internal desktop systems software and hardware.
- Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified and escalated to a higher level of resolver teams.
- Installs, configures and troubleshoots desktop systems, workstations, printers and network issues.
- Prepare and document PIR during a major incident. Follow the Major Incident management process during P1 or P2 outages
- Compose Outage notification and follow the escalation matrix to escalate and resolve the Major incidents
- Understanding of Citrix, Microsoft Applications, Cloud, SCCM, VMWare, Windows 10 and Windows 7 systems.
- Take initiatives to document and create new Knowledge base for IT
- Maintains passwords, data integrity and file system security for the desktop environment.
- Communicates highly technical information to both technical and non-technical personnel.
- May participate in development of information technology and infrastructure projects.
- Utilize ITSM system to track requests.
- Remotely assist Field techs with escalations - hardware break/fix and basic understanding of client environment.
- Support and troubleshoot Enterprise Applications hosted on Windows Servers
- Interact with numerous computer platforms in a multi-layered client server environment
- When the restoration is beyond the scope of the On-Site Support Technician will escalate the issue/problem to proper tier 2 support team member
- Follow and adhere to all given instructions including work procedures, Standard Operating Procedures (SOPs) and current Good Manufacturing Practices (cGMP)
- Strictly adhere to and observe all safety policies as outlined in the company policies and training sessions
- Other duties as assigned

**Requirements**:
**Technical**:

- 1+ year experience in an enterprise/business IT environment
- Knowledge of desktop hardware, preferably from an enterprise or business environment
- Knowledge of software installation and troubleshooting in a Windows environment
- Experience in PC assembly or repair
- CompTIA A+ Certification (or similar) considered an asset
- Install, upgrade, support and troubleshoot Enterprise Applications running on MS Terminal Services
- Experience configuring, supporting and troubleshooting basic Windows Servers 2012 /2016 / 2019 operating systems, Office 365, Azure AD & Active Directory

**Attributes**:

- Be a Self-starter and a team player
- Strong written and Verbal communication skills
- Ability to learn and quickly comprehend new technical and business concepts
- Ability to effectively manage multiple projects/tasks of varying complexities, often meeting tight or changing deadlines
- Customer-service oriented
- Must be able to walk, lift, reach, stoop, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch ad type for extended periods of time up to 10 hours
- Takes ownership, initiative, and prioritizes effectively to achieve business goals
- Excellent interpersonal and organizational skills

All Internal applicants will be given priority for consideration for the first five business days that this position is posted. After that five days, Internal applicants will be considered along with all other applicants; however, are guaranteed at minimum a call from the Talent Acquisition team.