Serve as the first point of contact for end users, providing front-line IT support remotely or on site. Troubleshoot and resolve common, routine issues, applying fixes and workarounds while delivering exemplary customer service, and escalate more complex problems to senior technicians. Must be eager to learn and willing to follow established procedures, with strong organizational and customer service skills. May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary.

Must have a positive can-do approach and attitude and adapt to change. Required to have effective verbal and written communication skills, good color vision, visual acuity to written material as well as product and machinery details, and change priorities as directed.
 

Essential Job Functions

• Install and configure basic hardware and software under established procedures
• Respond to tickets in accordance with SLA guidelines
• Record, track, and document the help desk request problem solving process
  including actions taken through to the final resolution
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Help keep endpoints aligned with department security policy by following standard checklists
• Provide onsite and remote support to end users
• Assist in AV setups as needed for meetings
• Assist new hire training for basic IT needs
• Set up new workstations for users (deploying equipment, checking over account setups)
• Heavy use of Windows, Mac OS, iOS and Android devices
• Ability to work in Active Directory
• Test new technology
• Create documentation for staff for training purposes
• Resolve Tier 1 support tickets
• Escalate complex or unresolved issues to senior technicians with clear documentation of steps already taken
• Basic networking awareness (cabling, switch ports, connectivity checks)
• Participate in projects approved by management that will improve the experience of our customers and colleagues.
• Flag software and systems that appear non-compliant with company, customer, state, and federal policies and report them to senior staff
• Perform other duties assisted or needed by request of supervisors/manager.
• Follow all established safety rules and regulations and utilize required safety equipment
• Report defective equipment or unsafe conditions to the appropriate personnel
• Maintain work area in a clean and orderly condition
• Follow all company Good Manufacturing Practices & Policies
• Ability to collaborate and maintain Garlock-CP's commitment to a Food Safe environment

Skills and Knowledge

• A passion for customer service and a desire to learn and grow in an IT support role
• Some college education, formal training, or equivalent experience
• 1–2 years of experience in a technical or customer-facing role; internships, coursework, or relevant part-time experience considered.
• Demonstrates exceptional interpersonal skills
• Solid problem-solving skills and a methodical, step-by-step approach to troubleshooting
• Ability to follow routine issues through to resolution and know when to escalate
• Willingness to learn new tools and technologies and to ask questions when unsure
• Excellent oral and written communication skills
• Strong organizational skills and the ability to handle multiple tasks concurrently
• Ability to travel to off-site locations

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree in a related field or certifications that align with front line support.
• Bilingual (English/Spanish) a plus.

Physical Requirements

• Typical environment of manufacturing, machinery, and production facilities  
• Exposure includes but is not limited to continuous noise, scent of materials, bright workstations, machinery with moving parts
• Intermittently on feet daily on concrete floors
• Period lifting material weighing up to 50lbs
• Squatting, crouching, turning, twisting, stretching, climbing steps, grabbing, pulling, pushing, and bending.
• Visual and hearing acuity within normal limits