End User Support Technician

Marmon Food service Technologies, Inc.

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

The End User Support Technician provides first‑line entry level basic to moderate complexity support for IT issues within an integrated manufacturing/distribution/office facility. You will be part of a talented team of IT professionals that demonstrate superb technical competency, delivering mission critical infrastructure and ensuring the highest levels of availability, performance, and security.

Involved in troubleshooting of IT hardware and software on site and supporting remote users. Manages day‑to‑day operations of O365 and shared business applications, telecommunications, and various other technical infrastructure. Acts as tier‑1 and tier‑2 IT support as required for local and remote users, including monitoring the operating environments, responding to incidents, problems, and planning for growth. Participates in all aspects of IT project execution and day‑to‑day IT functions including technical innovation, change control and documentation.

• Submit, assign, and monitor tickets in the service desk queue. Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the set SLA.
• Maintain service level role performance by supporting users via business phone, emails, and other collaboration tools to ensure objectives are achieved.
• Execute day‑to‑day functions of support for both on‑site and remote users ensuring that the appropriate prioritization and procedures are followed.
• Strive to provide exceptional customer service for the users on a consistent basis, exhibit empathy to user problems and take full ownership of providing prompt support for all IT needs.
• Be able to work on a flexible and collaborative team (onsite or remote).
• Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.
• Manage problems through resolution with clear communication and status updates for affected users and management.
• Provide on‑call support and weekend coverage based on business requirements.
• Perform other duties as assigned.

• Associate degree in Information Systems, related field, or equivalent experience.
• Preferred
  
  Certifications:
  
  MCSA, Network+, ITIL, Security+, Azure, or AWS.

• Must be able to respond and complete IT help tickets in a timely manner and elevate more complex issues to senior team members.
• Demonstrated skill in troubleshooting technical issues, determining root causes and escalating as needed. Able to troubleshoot basic to moderately complex IT issues with PCs, laptops, phones, printers, and mobile devices and associated software within the Microsoft stack, Office 365, Windows 7‑11, and Active Directory.
• Server 2008‑2019 file shares, permissions, and connectivity experience a plus.
• Experience with ITIL.
• Must be able to follow documented processes and procedures but make suggestions for improvement if better ideas come to mind.
• Must be able to image PCs and ensure all PCs and laptops remain compliant with security, patch, and antivirus updates.
• Desktop support to include automation with Ninja Rmm ntune or similar products (Ninja Rmm a plus).
• Scripting experience.
• Experience in a manufacturing environment (Zebra printers, RF scanners, and other workstation devices).

• Actively seeks out and supports collaborative thinking and problem solving with others in the organization.
• Strong communication and conflict resolution skills.
• Able to exercise independent judgment and act on it.
• Excellent analytical, mathematical, and creative problem‑solving skills.
• Excellent listening, interpersonal, written, and oral communication skills.
• Logical and efficient, with keen attention to detail.
• Highly…