About the Role:
The Help Desk Support/Tech at MT Cox Plant 2, 003, plays a critical role in ensuring the smooth operation of IT systems and providing timely technical assistance to end-users. This position is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues to minimize downtime and maintain productivity. The role requires effective communication with users to understand their technical problems and deliver clear, user-friendly solutions. Additionally, the Help Desk Support/Tech will document issues and resolutions to contribute to a knowledge base that supports continuous improvement. Ultimately, this position ensures that all technical support requests are handled efficiently, contributing to the overall success of the plant’s operations.
Minimum Qualifications:
- High school diploma or equivalent.
- Proven experience in a help desk or technical support role.
- Basic understanding of computer hardware, operating systems (Windows/Linux), and common software applications.
- Familiarity with network fundamentals such as TCP/IP, DNS, and VPN.
- Strong problem-solving skills and the ability to work under pressure.
Preferred Qualifications:
- Associate degree or higher in Information Technology, Computer Science, or related field.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
- Experience with help desk ticketing systems and remote support tools.
- Knowledge of industrial or manufacturing IT environments.
- Excellent interpersonal and communication skills.
Responsibilities:
- Respond promptly to incoming help desk requests via phone, email, or ticketing system and provide first-level technical support.
- Diagnose and resolve hardware, software, and network issues for end-users, escalating complex problems to higher-level IT staff when necessary.
- Install, configure, and maintain computer systems, peripherals, and software applications to ensure optimal performance.
- Maintain accurate records of support requests, troubleshooting steps, and resolutions in the help desk ticketing system.
- Assist with user account management, including password resets and access permissions, while adhering to security protocols.
- Collaborate with IT team members to identify recurring issues and recommend improvements to IT infrastructure and support processes.
- Provide training and guidance to end-users on basic IT procedures and best practices to reduce future support requests.
Skills:
The required skills enable the Help Desk Support/Tech to effectively diagnose and resolve a wide range of technical issues encountered by end-users daily. Strong problem-solving abilities are essential for identifying root causes and implementing timely solutions, minimizing operational disruptions. Communication skills are used to clearly explain technical information to users with varying levels of IT knowledge, ensuring they understand the steps taken and how to avoid future issues. Familiarity with network and system fundamentals supports troubleshooting connectivity and access problems common in a plant environment. Preferred skills, such as certifications and experience with specialized tools, enhance the technician’s ability to handle complex tasks and contribute to continuous improvement initiatives within the IT support team.