Help Desk Support Engineer

We are looking for Help Desk Support Engineer for a C2H position in Jarratt, VA . This is a onsite position.

1. Job Summary

• Installs, modifies, configures, and repairs computer hardware and software systems, and provides technical and functional assistance to system users.
• Perform oversight and administration of ITSM Tools, accuracy of information in ticketing system, and compliance to current & future KPI s and Performance Metrics.
• Installs, configures, troubleshoots, and upgrades computer related production equipment, such as labeling equipment, shop floor data collection terminals, hand-held terminals, HMI s, etc.
• Tier 1 support and administration of telephony and voicemail systems. Installs and maintains physical equipment, user assignment of extensions, backbone cabling, phone lines, and fax devices. Acts as liaison between equipment vendors and the company.
• Provides support in the administration and integration of local area network(s) (LAN) and wireless local area networks (WLAN), under the direction of the BTS Systems Support Supervisor, BTS Systems Support Manager, and/or Network & Security Team.
• Implements, Maintains, & Supports any current or future electronic and technical systems, end user computing, or process execution systems, as required.
• Installs, configures, monitor s, troubleshoots, and maintains stand-alone/network printers, mobile printers, label printers and/or Multi-Function Devices.
• Creates, Updates, and maintains Standard Operating Procedures, How to Documents and Work Instructions at the direction and/or request of the BTS Systems Support Supervisor, BTS Systems Support Manager. Reviews documentation for accuracy and integration into Knowledge Management System.

1. Essential Duties and Responsibilities

• Installs or assists in installation of hardware and peripheral components, such as HMI s/MMI s, mobile devices, monitors, keyboards, printers, and other similar or related equipment.
• Installs/Configures specified software packages, such as operating systems, standard applications that would include but not limited to Microsoft Office Applications Suite, Windows current or future operating systems, proprietary ERP applications, custom applications, etc.
• Instructs & Trains users in use of equipment, software, and manuals, including one on one training, and the creation of value added documentation. Provides additional and continued training as need in support of integrated hardware & software systems.
• Performs infrastructure troubleshooting to isolate and diagnose common network or communication related problems.
• Upgrades infrastructure hardware and software components as required and at the direction of IT System Support Supervisor, IT System Support Manager, and/or Network & Security Team.
• Installs and troubleshoots wiring as required for local area network and telephony systems, including isolated or segmented networks.
• Monitor functioning of manufacturing, distribution IT equipment to ensure systems operate in conformance with specifications.
• Perform Preventive Maintenance on computers, HMI s, labeling & printing devices, peripherals, etc.
• Support IT Technical Teams & IT Operations Team in continued expansion and ongoing support of Infrastructure & Server Equipment, including but not limited to UPS, Servers, Switch Gear, Storage, etc..
• Administration of Incident Management & Request Fulfillment queues in ITSM Tool, focusing on continuous improvement and emphasis on root cause analysis.

• Education and Experience

• S. diploma, Technical. Electronic/Computer Training or Certifications, Two (2) years of college a plus.
• One (1) to three (3) years of experience in a technical supported manufacturing or distribution environment a plus. Related Help Desk, Desktop, & Network Troubleshooting experience a plus.
• A+ Certification a Plus, ITIL Certification a Plus

1. Additional Responsibilities

• Additional responsibilities as directed by the IT Systems Support Supervisor, BTS Systems Support Manager or Director, IT Systems Support, Service Support, Plant Automation.

1. Work Environment

• Ability to work various hours, including 2^nd/3^rd shift & weekends. Work schedules vary based on production needs: will include extended hours and weekend work.
• Ability to work in confined areas, ceilings, and attic spaces to support infrastructure hardware or backbone cabling.
• Ability to lift up to 50 lbs. in order to move and/or install necessary equipment.
• Ability to work in refrigerated (34-38 degree) environment for prolonged periods.
• Ability to work in high temperature areas (attic space) for prolonged periods.
• Willing to travel if necessary for training & on-site systems support.

1. Personal and Professional Characteristics

• Positive attitude.
• Acts with a sense of urgency.
• Self-motivated.
• Willing to work until tasks are complete.
• Perform multiple tasks or assignments in an organized manner.
• Willing to expand knowledge.
• Works well with others/teams
• Windows operating systems & Active Directory experience.
• Proficient with MS Office Products (Excel, Access, Word etc.)
• Proficient with hardware and software used in Manufacturing & Warehouse Management Systems.