Desktop Support Technician

Responsibilities

• Provide advanced on-site technical consultation, analysis, recommendations, and assistance to users, manufacturing, engineering, and business teams
• Work with users to understand technology needs and determine required tools
• Identify and recommend hardware, software, and technology solutions
• Evaluate technology risks and identify solutions that reduce business disruption and improve reliability
• Guide manufacturing, engineering, and business teams on technology decisions and solutions
• Review existing technology and recommend improvements, standards, and long-term solutions
• Determine when technology should be purchased, upgraded, replaced, or retired
• Compare technology options and recommend solutions meeting business and operational requirements
• Lead technology improvement efforts to improve organizational effectiveness and reduce operational risk
• Analyze system performance, assess capacity requirements, and identify causes of technology issues
• Develop and recommend improvements to technology configurations and processes that enhance reliability, security, compliance, and long-term effectiveness
• Prioritize and lead technology improvements supporting business operations and minimizing disruption

• High School Diploma or equivalent and a minimum of 8 years of prior relevant experience, or 2 years post-Secondary/Associates Degree with a minimum of 4 years of prior related experience
• Advanced proficiency in troubleshooting hardware, software, and network issues
• Solid knowledge of networking protocols, including TCP/IP, VLANs, and VPNs
• Knowledge of cybersecurity fundamentals
• Experience with ticketing systems such as Service Now, remote management tools, and monitoring software
• Familiarity with manufacturing technologies, including ERP, MES, SCADA, and industrial automation
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication abilities for explaining technical concepts to non-technical stakeholders
• Ability to work independently and in teams under pressure during production-critical situations
• Commitment to continuous learning and adapting to evolving technologies

Demonstrates advanced technical consultation and analysis skills, with a strong focus on troubleshooting hardware, software, and network issues. Capable of leading technology improvement efforts that enhance reliability, security, and compliance while supporting business operations.

• Advanced Troubleshooting Skills
• Networking Protocols Knowledge
• Cybersecurity Fundamentals
• Experience with Ticketing Systems
• Manufacturing Technologies Familiarity

• Troubleshooting Hardware Issues
• Troubleshooting Software Issues
• Troubleshooting Network Issues
• Networking Protocols
• Cybersecurity Fundamentals
• Technology Risk Evaluation
• System Performance Analysis
• Technology Configuration Improvement
• Operational Risk Reduction
• Technology Solution Recommendation

• Analytical Skills
• Problem-Solving Skills
• Attention to Detail
• Communication Abilities
• Teamwork

• Manufacturing Technologies
• Technology Consultation
• Business Operations
• Operational Effectiveness
• Continuous Learning

• Service Now
• Remote Management Tools
• Monitoring Software
• ERP
• MES
• SCADA
• Industrial Automation