Help Desk Administrator

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Full Time Westfield, IN, US

7 days ago Requisition

We are seeking a highly motivated and detail-oriented IT Help Deck Technician who provides front-line technical support to IMMI team members globally, ensuring reliable access to IT systems and services. This role works closely with the Senior Help Desk Administrator to maintain hardware, software, and networks, while delivering excellent customer service and technical expertise.

• Serve as the first point of contact for end users, providing support on IT networks, hardware, software, and related equipment.
• Respond to and resolve Help Desk tickets and assigned projects promptly, ensuring adherence to the Help Desk Service Level Agreement (SLA).
• Record, track, and document the progress of Help Desk tickets from initial submission until final resolution.
• Complete regular system maintenance on both local and remote IT equipment, including PC and software upgrades.
• Problem tracking and resolution with local IT infrastructure support vendors (e.g., ISPs, support agencies, etc.).
• Create and maintain documentation of certain IT systems, support procedures, and user guides.
• Monitor and test system performance as needed; prepare and deliver system performance statistics and reports as needed.
• Completion of PC imaging and PC deployment for IMMI’s global network of computer users.
• Assist in developing standards and processes to support and facilitate IT projects and initiatives.
• Collaborate on IT projects across other IMMI locations as directed by the Senior Help Desk Administrator.
• Provide occasional after-hours and on-call support for critical IT issues, system outages, or global business needs as part of a rotating schedule within the IT team.

• Associate’s degree or higher, preferably in an IT-related field.
• Minimum of 2 years of experience in a Help Desk role or technical support role.
• Strong independent problem-solving and analytical skills.
• Exceptional attention to detail and ability to manage multiple tasks simultaneously.
• Strong written and oral communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Superior customer service skills; demonstrating patience, professionalism, and responsiveness.
• Proficiency in Microsoft Windows operating systems and OS troubleshooting techniques.
• Ability to provide phone-based support to IMMI’s global network of remote users and locations.
• Ability to understand and follow established IT processes and documentation standards.
• Ability to record, track, and document Help Desk ticket activity from initiation through resolution.

• Knowledge of barcode scanners, label/Laser Jet printers, IoT devices, and troubleshooting techniques.
• Knowledge of networking fundamentals, wireless technology, and computer hardware fundamentals.
• Knowledge of manufacturing principles & concepts.
• Industry-recognized IT certifications such as CompTIA A+, Network+, or equivalent credentials demonstrating technical proficiency.

Reports to:

Global IT Service Manager

• Prolonged periods sitting at a desk and working on a computer.
• Ability to occasionally lift and carry up to 50 pounds as required by job duties.
• Strong listening skills and the ability to speak clearly and effectively.
• Ability to perform focused work with close attention to detail.

• This work is deadline-oriented, requires multitasking, shifting priorities, fluctuating work schedules, and flexibility within the workday.
• Requires the ability for close vision, distance vision, and depth perception.
• This work takes place primarily in an office environment with occasional time spent in production areas, labs, data closets/server rooms, and warehouse environments.
• When in the warehouse and production, this position requires working with dirt/dust and noise. A variety of proper PPE is required to provide a safe working environment.
• Frequent use of a computer and…