End User Tech

Founded over 35 years ago, First Quality is a family-owned company that has grown from a small business in McElhattan, Pennsylvania into a group of companies, employing over 5,000 team members, while maintaining our family values and entrepreneurial spirit. With corporate offices in New York and Pennsylvania and 8 manufacturing campuses across the U.S. and Canada, the companies within the First Quality group produce high-quality personal care and household products for large retailers and healthcare organizations.

Our personal care and household product portfolio includes baby diapers, wipes, feminine pads, paper towels, bath tissue, adult incontinence products, laundry detergents, fabric finishers, and dishwash solutions. In addition, we manufacture certain raw materials and components used in the manufacturing of these products, including flexible print and packaging solutions.

Guided by our values of humility, unity, and integrity, we leverage advanced technology and innovation to drive growth and create new opportunities. At First Quality, you’ll find a collaborative environment focused on continuous learning, professional development, and our mission to Make Things Better®.

We are seeking an End User Tech for our First Quality Baby Products site located in Macon, GA. This position will be responsible for operational infrastructure support, maintenance and troubleshooting to ensure optimum utilization of IT resources. The End User Technology Technician is responsible for the business support needs, daily monitoring of Incidents / Requests, and the support of our user environment.

• Identifying, diagnosing, and resolving level one issues in computer hardware and software in laptops and PCs.
• Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems.
• Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops.
• Providing one on one assistance to the end user regarding the technical flaw, either by phone, emails, or in person.
• Troubleshooting network related issues like local area connection problems, network access, e-mail, internet, connectivity issues.
• Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty and repairing minor flaws in hardware if not covered under the same.
• Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Divisional, local, enterprise incident management support.
• Collaborate with Service Desk, Lead Divisional IT LeadsISFQ Businesses.
• Understands concepts of ITIL and IT service management.
• Assist in change management efforts.
• Provide feedback to services and capabilities provided by IT.
• Responsible for customer /satisfaction, service level objectives and IT improvement plans.

• Bachelor’s Degree in Computer Science or related field or equivalent experience.
• Strong problem solving and decision-making skills with excellent written and verbal communications skills.
• 5+ years IT experience with at least 2 years in a $500M+ and/or Global Business.
• High understanding of End User platforms and operating systems including Windows 7, Windows 10, Tablets, Apple iOS devices, Printers, Wireless connectivity.
• Extensive application support experience.
• Strong documentation skills.
• Mac support experiences a plus.
• Fluent in English; second language would be preferred.
• Ability to work within a 24/7 environment across multiple time zones
• Occasional travel to other First Quality offices required

We believe that by continuously improving the quality of our benefits, we can help to raise the quality of life for our team members and their families. At First Quality you will receive:

• Competitive base salary and bonus opportunities
• Paid time off (three-week minimum)
• Medical, dental and vision starting day one
• 401(k) with employer match
• Paid parental leave
• Child and family care assistance (dependent…