IT Support Technician II

Job Overview

Company Description:

Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff.  We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity. To continue our growth, we are seeking a full-time IT Support Technician- II for our Dubuque, IA manufacturing plant.

Job Description:

This position provides I.T. support services for various hardware and software for all computer users, including troubleshooting, break-fix repairs, device imaging, installation, maintenance, and user support.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides first-level and second-level telephone and deskside support of various computer hardware and software in use at the Dubuque location. Performs initial problem investigation, information gathering, and resolution. 
• Responsible for the device imaging, installation, configuration, troubleshooting, and maintenance for all of the personal computer software and hardware (including laptops, desktops, printers, tablets, cell phones, desk phones, scanners, and other peripheral devices).
• Works with product manufacturers as needed (such as Lenovo, Dell or Apple).
• Support is provided via phone, online chat, email, face to face, and video calls.
• This first-level I.T. Support role is expected to pass on to Senior I.T. Support Technicians any issues which cannot resolve in a timely manner.
• Maintains an accurate service repair history through the creation of TopDesk incident management system tickets, including the documenting of work history and proper issue resolution. Makes recommendations for servicing equipment based on this history. 
• Documents, tracks, and monitors incidents using applicable systems and tools.
• Assists in the implementation, testing and training of new releases of supported software, including custom-developed Rite-Hite applications.
• Maintains an up-to-date inventory of all of the computer hardware and software in use at Rite-Hite, and makes recommendations for servicing equipment based on this history.
• Monitors system capacity and performance and reports any problems discovered.
• Has daily contact with peers within the I.T. department and all Rite-Hite company computer users at the Dubuque location.
• Works with outside consultants for advanced system setups, troubleshooting, and problem resolutions, with an emphasis on the specialized shop-floor applications.
• Identifies process improvement opportunities within the department and/or participates in companywide efforts.
• May be responsible for identifying and upon project assignment, researching, recommending and implementing new technologies that provide business value to the organization.

Required Experience: 

• Associate’s Degree with an emphasis in I.T. or Business preferred or an equivalent combination of education and/or work experience considered.
• Minimum 2-4 years experience or an equivalent combination of education and experience.
• Familiarity with the Information Technology Infrastructure Library (ITIL) set of concepts and techniques is a plus.
• In-depth knowledge of computer systems and mobile devices 
• Customer-oriented and patient
• Excellent communication and interpersonal skills

• Must keep an up-to-date knowledge of all computer hardware and software in use by Rite-Hite and its representatives:
  • Software: Microsoft Office 365, Microsoft Windows, Solidworks, Draftsight, Autocad, Adobe, Oracle JD Edwards EnterpriseOne, IBM Notes, various communication and specialty packages, and custom developed PC and iOS applications.
  • Hardware: Lenovo laptop computers, Dell desktop computers, iOS and Android mobile devices, printers, and other peripherals.
• This position requires continual re-education and training to keep up with technological changes in hardware and software within the data processing industry.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.