Sr. Helpdesk Engineer

Title: Sr. Desktop Support

Location: Darien WI

Requirement: 100% on-site

Direct Hire or Contract-To-Hire

Pay: $31-$33/hr

Overview: The Sr. Desktop Support Engineer serves as the initial point of contact responsible for investigating and resolving software and hardware issues within a manufacturing plant. This person will need to be a go getter as well as very skilled in this space. This position will also serve as a stepping stone to becoming a System Administrator.

Key Responsibilities:

• User Support: Provide end user support for 150-200 users across two locations running Windows 10, Office 365, and Epicor via two VPNs.
• Trouble Ticket Management: Evaluate, prioritize, and respond to incoming trouble tickets, calls, voicemails, emails, and in-person requests for assistance with hardware, software, networking, and other computer-related technologies.
• Documentation: Log all help desk interactions, track and route problems/requests, and document resolutions following standard help desk procedures. Prepare activity reports as needed.
• Diagnostic Procedures: Collect information about problems and lead users through diagnostic procedures to identify sources of error, determining whether issues are caused by hardware such as modems, printers, cables, or telephones.
• Problem Resolution: Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems. Refer more complex problems to supervisors or technical staff.
• System Updates: Stay current with all company system information, changes, and updates.
• Technical Skills: Troubleshoot and install Microsoft Office applications and build computers using Windows 10 OS.
• Other Duties: Perform other duties as assigned by management.

Requirements:

• Education: Associate Degree in Computer Science, Computer Engineering, MIS, or IT preferred. Direct applicable work experience may substitute for the degree on a year-for-year basis, building competencies and subject matter expertise.
• Technical Aptitude: Experience troubleshooting (or a strong aptitude for) a networked Windows 10 environment, Office 365, and VPNs, especially access rights and connectivity issues.
• Multitasking: Ability to work on various assignments simultaneously.
• Communication: Communicate tactfully, verbally and in writing, with department heads, managers, co-workers, and vendors to resolve problems and negotiate resolutions.
• Availability: Must be available to work off-shift as needed.

Preferred Qualifications:

• Manufacturing Experience: Experience troubleshooting in a manufacturing environment, including experience with ERP systems, ideally Epicor.
• Team Collaboration: Ability to work well with others in a team environment.
• Problem-Solving: Strong problem-solving skills.
• Environment: Must be able to handle a large workload at times. Must be able to handle stress