Desktop Support Technician

2 weeks ago

Cary, United States Chromalox Full time
Job Description

Our sister-company, Durex Industries, also part of Spirax Group, is a leading manufacturer specializing in custom electric heaters, temperature sensors, temperature controls, and process systems serving a variety of markets with our cutting-edge thermal solutions. Markets include but aren't limited to --Aerospace. Food Service, Life Sciences, Medical Equipment, Petro-Chemical Processing, Renewable Energy, Semiconductors and Process Heat.

Durex Industries' innovative solutions empower clients across many sectors, ensuring efficient and reliable thermal management.

Join us as we continue to grow to meet each new challenge through innovative product development, continuous improvement, and a commitment to high quality standards.

The Role:

As our Desktop Support Technician, you will support hardware and software in a multi-platform manufacturing environment while overseeing software installations and patching/upgrading operating systems and layered software packages. You will also help deploy and maintain office and manufacturing user computing hardware, accessories, printers/copiers, and A/V equipment.

You will also communicate formally and informally with end users, managers, and third-party support vendors.

Responsibilities:

  • Accurately prioritize, triage, and resolve incoming support requests promptly, keeping pace with targeted closure goals.
  • Provide the full suite of desktop support services, including provisioning/de-provisioning and configuration of users and desktop & laptop PCs, as well as troubleshooting end-user incidents.
  • Deploy and maintain desktop printers, thermal label printers, and multi-function copiers.
  • Maintain frequent communication with peers within the Digital Workplace team to drive awareness of issues or changing processes/standards.
  • Participate in drafting/revising technical documentation.
  • Escalating incidents to internal and external support partners as required.
  • Participate in local/division system implementation projects and introduction of new technologies.
Required Experience
  • At least 3+ years of experience in a support specialist and/or customer-focused technical role.
  • Bilingual proficiency in Spanish is preferred.
  • Vital task planning and organizing skills with a proven ability to effectively prioritize a high volume of daily support requests.
  • Experience coordinating services and activities within an IT environment.
  • Break-fix experience with desktop-class hardware, including desktops, laptops, tablets, and smartphones; preferred experience with Microsoft Suite and PCs.
  • Experience configuring external peripheral devices, such as printers and scanners.
  • Strong diagnostic and troubleshooting skills.
  • Capability to log and triage calls/incidents in a ticketing system.
  • Proven experience working effectively both independently and with others to achieve team goals.
  • Proven experience working effectively with all levels of employees in written and oral communications.
  • Must be an ITAR-qualified US person.

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