IT Specialist (Help Desk)

This individual will be responsible for providing technical assistance and support related to computer systems, hardware, and software.

You will be responsible for administration and internal support of the PCs, printers, and other related equipment.

Tasks include end user support, analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, supporting the internal IT Helpdesk and performing PC maintenance, upgrades and configurations.

Essential Functions (include but are not limited to):

Corporate:

• Treat all HTGP team members with respect and professional courtesy.
• Adheres to the Powertech America policies and procedures and leads others in same.
• Confirms and Adheres to all required HTGP Certification standards such as TS16949, OHSAS 18001 & ISO 14001.
• Always maintain pro-team member environment.
• Learn, demonstrate and uphold the HTGP Core Values.
• Performs special assignments as required by management.

EHS:

• Manage department within the policies, procedures and common safety goals for both the department and all of HTGP.
• Lead all HTGP employees in safety through personal demonstration of HTGP standards.

Technical: (applied HTGP & HTSales)

• Provide helpdesk support and resolve problems to the end user’s satisfaction

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues to the Service Desk for escalation
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Audit daily reports to ensure systemic processes are completing each day
• Remote support for satellite offices.
• Occasional travel may be required.

Leadership:

• Assist in any special project assigned to all Departments.
• Promotes a positive workplace
• Meet all other requirements as assigned.
• Communicate with all department members to solve issues
• Ability to multi-task and can handle frequent interruptions

Education

• High school diploma or equivalent. Bachelor's degree preferred.
• 1-2 years in IT or Business Systems
• Cisco/Microsoft certifications a plus

* Equivalent work-related experience (equivalency is figured generally as 2 years’ experience equaling 1 year of formal education) may be considered in addition to the “Position Requirement”.

Reporting:

• Reports to: IT Assistant Manager or designee
• Direct Reports: 0

Competency Requirements

CORE COMPETENCIES

1. Initiative: Identifies problems and takes action in light of this identification to address current or future problems. Proactively does things and does not simply think about future actions.
2. Engagement: Engages team members in developing goals, executing plans and delivering results (output). Motivates team members through clear and consistent communication. Models adaptability. Uses collaboration and influence skills to achieve successful outcomes.
3. Leads by Example: Sets a good example for subordinates to follow. Does not ask subordinates to do anything he/she is not willing to do.
4. Customer Service Orientation: Focuses efforts on discovering and meeting the customer’s needs. Develops trust in all relationships internally and externally.
5. Work Habits: Efficiently organizes and executes assignments. Demonstrates self-discipline and reliability.
6. Analytical Skills / Problem Solving: Understands situations, problems, or issues by breaking them down into smaller pieces, or tracing the implications of a situation in a step by step way. Systematically organizes the parts of problems. Makes systematic comparisons of data or aspects, prioritizing, planning, and developing countermeasures.
7. Flexibility / Adaptability: Adapts and works effectively in a variety of situations and with various individuals or groups. Seeks and appreciates opposing perspectives on issues. Adapts approach as the requirements of the situation change. Changes or easily accepts change in organization or job requirements.
8. Works Safely: Strives for an accident-free workplace. Keeps safety at the “heart” of everything done. Treats safety as a personal responsibility and sees oneself as being responsible for the safety of others.
9. Teamwork: Contributes meaningfully to work group efforts by offering new ideas for improvement. Demonstrates a cooperative manner in dealing with supervisors and other team members. Does his/her part toward group efforts.
10. Mutual Respect and Support: Works cooperatively with others. Welcomes and takes advantage of opposing ideas and opinions. Is always respectful to others.

TECHNICAL COMPETENCY*

Displays knowledge & skills necessary to perform assigned duties; understand processes, procedures, standards, methods and technology related to assignments; demonstrates functional/technical literacy; participates in measuring outcomes of work; maintain current on new developments in field of expertise: effectively uses available technology (automation, software, etc.)

*Applies companywide but are specifically defined per position essential functions.

Physical Demands and Work Environment:

Physical demands in a manufacturing environment may also, at times, include safely handling various parts and / or handling the parts flow in and out of manufacturing operations work areas which requires pushing and pulling of carts. Work environment is climate controlled in most areas.

Physical Task

Demand

Remark

Physical Task

Demand

Remark

Stand / Walk

Frequent (34 - 66%)

Forceful Grip

Occasional (5-33%)

Sit

Frequent (34 – 66%)

Fine Manipulation

Frequent (34-66%)

Bend/Stoop/Squat

Rare (1 - 5%)

Lift

Occasional (1 – 60 reps)

25 lb max

Forward Reach

Occasional (5-33%)

Carry

Occasional (1 – 60 reps)

25 lb max

Overhead Reach

Rare (1 - 5%)

Push / Pull

Occasional (1 – 60 reps)

40 lb max

Position Requirements and Qualifications

• High school diploma or equivalent. Bachelor's degree preferred.
• 2+years experiencein help desk support.
• Ability to troubleshoot and analyze issues within Windows network printing, Windows systems and Active Directory.
• Experience with Windows 10, Microsoft Office.
• Solid understanding of basic networking fundamentals.
• Strong communication, customer service and problem-solving skills.
• Ability to work independently with minimal instruction.
• Flexibility to work weekdays, evenings and weekends.

Software Skills Required

• Computer and network Hardware handing skill
• Windows ServerO/S
• Windows O/S
• CompTIA A+, NetworkPreferred

Other Information

• Position may require travel.
• Flexibility in working hours to include nights, weekends and holidays as required.
• OT required as needed.