Deskside Support

Position: Deskside Support
Location: Muscatine, IA (Onsite)

Hiring: Fulltime with Hexaware Technologies

Office Address: 3000 North Hwy 61, Muscatine IA 52761

Job Description:

Position Overview: Field Services Support is responsible for providing technical support and assistance, focusing on desktop, laptop, and peripheral device installation and troubleshooting within our manufacturing and corporate facilities. You will play a crucial role ensuring uptime and minimizing disruptions to production processes.

Key Responsibilities:

• Provide hands-on technical support and troubleshooting for desktops, laptops, printers, scanners, and other peripheral devices used in the manufacturing environment.
• Help maintain / monitor the team ticket queue.
• Respond promptly to IT support tickets and service requests, ensuring timely resolution of issues to minimize downtime.
• Install, configure, and maintain hardware and software systems, ensuring compatibility with manufacturing software applications and production workflows.
• Collaborate with cross-functional teams, including production staff and IT colleagues, to identify and resolve technical challenges affecting productivity.
• Perform regular maintenance tasks, such as system updates, patches, and hardware upgrades, to ensure optimal performance and security of IT assets.
• Document technical procedures, configurations, and troubleshooting steps to build a knowledge base and facilitate efficient problem resolution.
• Participate in IT projects related to system upgrades, migrations, and deployments, providing expertise and support to ensure successful implementation.
• Stay informed about emerging technologies, industry trends, and best practices in deskside support and manufacturing IT to contribute to continuous improvement initiatives.
• Actively replace computers in the environment, following SOP.

Qualifications:

• Degree in Computer Science, Information Technology, or related field preferred.
• Experience as a deskside support engineer or similar role, preferably in a manufacturing environment.
• Strong knowledge of hardware components, operating systems (e.g., Windows, macOS), and productivity software (e.g., Microsoft Office suite).
• Familiarity with manufacturing software applications and production processes (e.g., ERP systems, CAD/CAM software) is highly desirable.
• Excellent troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Strong communication and interpersonal skills, with the ability to interact effectively with end-users at all levels of the organization.
• Proactive approach to problem-solving and a commitment to delivering high-quality customer service.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.