IT Support Technician

- Act as the initial point of contact for IT concerns through ticketing systems, phone, email, and spontaneous walk-up requests - Deliver professional, patient, and courteous assistance to both manufacturing and office personnel - Prioritize issues affecting production, safety, or operational continuity - Adjust swiftly to evolving priorities during the workday - Independently resolve common technical issues including: - Password resets, multi-factor authentication challenges, and basic access troubles - Operating issues on Windows 10/11 workstations - Troubleshooting printers, scanners, label printers, phones, and other peripherals - Addressing Microsoft 365 issues (Outlook, Teams, Excel, OneDrive) - Handling basic network connectivity problems (Wi-Fi, cables, docking stations) - Conduct initial troubleshooting before escalating problems, even amidst high-interruption environments - Log, categorize, and document all service incidents and requests with accuracy - Provide comprehensive notes to ensure subsequent technicians can address issues without repetition - Follow established procedures, scripts, and operational guides - Properly escalate complex issues to higher-tier Help Desk staff with all pertinent information - Maintain timely updates on the status of service tickets - Offer on-site support across manufacturing floors, offices, and shared workspaces - Address walk-up issues that may disrupt planned tasks frequently - Assist with production workstations, communal devices, and peripherals - Participate in setting up workstations, desk configurations, and hardware adjustments as needed - Support employee onboarding and offboarding in accordance with documented standards - Set up workstations and peripherals for new hires and manage the return of mobile equipment during offboarding - Safely lift and carry equipment weighing 30+ lbs as required