Information Technology Technician

Carolina Handling, a Raymond Dealer, is one of the largest automation systems integrators in the world. We specialize in providing turnkey solutions for warehouses, distribution centers, and manufacturers. Our product and solutions offerings allow our customers to move material faster and more efficient by implementing automation equipment and technologies including...
• Consulting
• Material Handling Equipment, Parts, and Service
• Automated Mobile Robots
• Vision guided vehicles and automated guided vehicles
• High Density Storage Solutions including ASRS, Robotic Goods to Person and Shuttle Systems
• WMS/WES/WCS solutions and Software
• Intralogistics Solutions and Automation including Conveyor and High-Speed Sortation
• Telematics

JOB SUMMARY
The IT Support Technician is responsible for assisting and ensuring all Company Associates have reliable access to the required IT systems and tools to perform their respective roles within the Company. This position will also assist Infrastructure Team in monitoring and maintaining Company IT networks, systems, and applications to perform within benchmarked performance guidelines. IT Systems are defined but not limited to all Company networks, interfaces with internal and external networks, all business system applications, servers, cloud systems, email systems, data storage, and recovery systems, monitoring hardware and software, end-user hardware and software, and all mobile communications hardware and services.

The IT Support Technician interacts and works closely with all Associates, IT suppliers, and contractors to resolve problems and arrive at solutions that best serve the Company and its Customers.

Performance and effectiveness of this position are indicated by, but not limited to, the measured timeliness of end-user problem resolutions, IT helpdesk issue trends, surveys, feedback from end users, and measure performance benchmarks for networks, systems, and applications' reliability and performance trends.

WHAT YOU'LL BE DOING
• Provides first-line response and problem resolution (Levels 1 and 2) for end-users requiring assistance with IT-related issues and problems.
• Will work with the Infrastructure team on all escalations and help to manage the communication with the end user through the entire process
• Works with the Infrastructure team to monitor IT systems and applications to ensure performance and availability are within established benchmarks: internet, internal networks, servers, software applications, and mobile data and voice operations.
• Works directly with other IT Team members, suppliers, and contractors to resolve Level 3 and escalated problems.
• Acts as a liaison between users, IT suppliers, and contractors.
• Administers and manages IT Helpdesk Support system, including tracking issues to resolution within established benchmarks, updating knowledgebase, and communicating solutions to users and other IT team members.
• Administer and maintain system user access and permissions: user account profiles, file, and share permissions, and installing approved software applications on user computers.
• Monitors and ensures all servers and applications are fully patched with applicable updates, focusing on security patching.
• Maintains IT hardware inventory records, ensuring that inventory is checked in and checked out for accurate inventory control.
• This is a continuous learning position; classes, webinars, and certifications are provided to ensure that our department stays ahead of technology and can better leverage that technology to improve the organization

EXPERIENCE & SKILLS TO BE CONSIDERED
• Two-year associate degree in information technology or computer Science or comparable educational degree with 2+ years of appropriate experience.
• Required Knowledge and Experience with below systems and applications:
• Helpdesk / Customer Service environment
• Common knowledge of IT hardware, networking, industry-standard applications, and best practices:

o Desktops / Laptops / Tablets / Smart Phones troubleshooting and setup

o Network Infrastructure and Configurations

o Workstation Imaging and automated software deployment
• Microsoft Solutions:

o M365, Windows Server 2016-2022, Remote Desktop Services (RDS), Active Directory, GPO, Intune, and Azure
• Operating Systems:

o Windows 10, Android OS, and iOS
• Management Tools and Systems:

o Mobile device management software (Intune, ManageEngine

o VMware applications

o Remote desktop support (ScreenConnect, RDP, etc.)

o ManageEngine - OS Deployer, EndPoint Central
• Preferred Knowledge and Experience with below:
• Teams (voice/video)
• Meraki Dashboard - Firewall and Networking
• Anti-virus software/spam filtering
• M365 & Azure Administration
• PowerShell
• Strong Customer Service and Communication Skills:
• Empathy and listening
• High external structure - the ability to work independently and self-manage.
• Ability to effectively collaborate and communicate with a remote team
• Desire to help others.
• Effectively communicate with both technical and non-technical users
• Clear oral and written communications
• Must manage multiple priorities simultaneously and ensure consistent, high-quality results.
• Must have great attention to detail and follow-through skills.
• Understanding of business fundamentals and company culture and their interface with technology solutions.
• Strong organizational and administrative skills.
• Excellent analytical and reasoning skills.

BENEFITS
*Eligible after 30 days of employment

**Eligibility timing is based on plan rules
• Medical/Health Insurance*

o HSA or FSA depending on the plan enrolled

o Prescriptions

o Health Advocacy
• Dental Insurance*
• Vision Insurance*
• Life Insurance, AD&D and Disability* - basic life and AD&D 100% company paid
• Employee Assistance Program*
• 401K with a company match**
• Profit Sharing**

o 2x/year - eligibility after 6 and 12 months

WORKING CONDITIONS

While performing the duties of this job, the Associate is regularly required to work in a high-paced working environment with frequent interface with customers (internal and external) and vendors. Must be able to adapt to a busy office environment with rapidly changing priorities and a high volume of information flow while remaining professional at all times. The Associate is occasionally exposed to a machine shop environment and hazards from equipment movement. This position may require overnight travel by car.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the Associate is regularly required to sit for extended periods. The associate must regularly talk and hear, interfacing with customers by telephone or in-person using good articulation and voice control. The Associate is frequently required to walk; use hands to finger, handle or feel; and reach with hands and arms. The Associate is occasionally required to stand for moderate amounts of time. The Associate must regularly lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus.

Don't meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Carolina Handling we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles

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