Senior Helpdesk Technician

We are currently searching for a Sr Help Desk. The candidate will be responsible for day to day hardware, software, telephony, and LAN support. The ideal candidate will have experience in supporting multiple platforms utilizing both new and legacy technologies. The candidate will be part a team providing a first in class service to ensure that the IT infrastructure is reliable and serves as a force multiplier for a world class company.

• Respond to and manage help desk tickets under current SLAs
• Prioritize workload based on severity of impact
• Provide support and maintenance for network infrastructure including routing, switching and WiFi
• Provide support and maintenance for systems infrastructure including physical servers, key business applications, and PCs integrated with manufacturing machinery
• Provide support and maintenance for cloud services, such as O365, Azure, AWS
• Provide support and maintenance for legacy and VoIP phone systems
• Provide support and maintenance for industrial PC’s and controllers on CNC machining centers
• Provide support for programable Zebra barcode scanners
• Must be willing to support night shifts and weekend shifts as needed
• Ensure end-points are updated with most recent software patches, updates and firmware
• Assist with key infrastructure improvement projects
• Work with vendor and cross-functional teams to provide solutions to complex issues
• Maintain documentation, including standard operating procedures and knowledge base

• 3+ years proven experience in a help desk role providing quality customer service
• Knowledge of server management, including Active Directory
• Knowledge of network management, including LAN/WAN routing, switching, firewalls, VPN, and WiFi
• Knowledge of legacy and VoIP telephony systems
• Must possess logical and methodical problem-solving skills, as well as the ability to communicate and justify the resolution process where necessary
• CompTIA A+, Network+, and/or Security+ certification
• Should have experience with industrial PC’s on CNC machines

• Bi-lingual (Spanish/English)
• Additional industry or vendor certifications, such as Microsoft MCSA or Cisco CCNA
• Previous experience supporting a manufacturing environment.
• Experience supporting any of the following hardware: Dell-EMC (servers, switches, storage), Meraki (WiFi), Cisco (switches), Samsung PBX
• Experience supporting any of the following cloud services: Azure, AWS, O365, M365, G-Suite, Smartsheet
• Experience utilizing any of the following remote management and monitoring tools: Kaseya VSA, LogicMonitor
• Experience supporting any of the following applications: Carbon Black, Mimecast, FileMaker
• 1+ year proven experience in a network administration
• 1+ year proven experience in a systems administration

• Self-motivate individual who can prioritize projects, issues and tasks while working under minimum supervision
• Ability to work on projects alone or as part of a team
• Effective time managment
• Excellent written and verbal communication skills
• Possess and utilize good interpersonal skills
• Willingness to learn and adapt
• Good listener
• Flexibility in approach to different types of business problems and a willingness to change course to avoid project setbacks