A global manufacturing company is seeking a highly-skilled Technical Support Specialist to support one of their manufacturing sites in Midland, MI. This individual will support end-user issues related to computers, high-end computing workstations, servers, telecommunications (data network, wireless, voice and mobile devices), peripherals, and business specific applications found in both functions (HR, Legal, Finance) and the Research & Development environment (Lab/Analytical). The role requires a strong customer-focus, ensuring that every customer interaction is handled with professionalism, efficiency, and empathy. They will play a crucial role in maintaining our reputation for outstanding customer service and fostering positive relationships with our userbase.
Additional Details:
Engage with customers via phone, email, chat, and in person to answer questions, resolve problems, and ensure a seamless customer experience.
Provides end user support for installation of manufacturing applications.
Capable of manufacturing system integration, including design, build and implementation of manufacturing IT infrastructure.
Installation/configuration, support, and maintenance of standard specialized and customized applications found in both the Businesses and functions.
Installation/configuration, support and maintenance of standard, specialized, customized computers and workstations performing specialized tasks within the Businesses and Functions.
Support and maintenance tasks of network telecommunication equipment, including network routers, switches, wireless access points, VoIP telephones.
Work with vendors involving business specific applications to manage and implement within the environment.
Coordinate the resolution of end user problems, providing the appropriate level of support and escalating issues as needed. Define and document support processes.
Communicate with stakeholders so that expectations of problem resolution as set early and often. Participate in collaborative work and service restoration teams as needed to ensure standards are being followed and that service is restored quickly and correctly.
Perform root cause analysis to prevent repeat issues. Drive continuous improvement by recommending procedures and controls for problem prevention and providing feedback to the Solutions Delivery Team.
End User Device support:
End user support and customer service experience
Experience with Windows 7, Windows 10 deployment and troubleshooting
Printers, Scanners, Label Printers
Office 2016, Office 365, SharePoint
Manage requests and incidents in a service desk portal
Network Administration:
Familiar with wired and wireless network architecture, troubleshoot LAN, maintain switch cabling, IP phone troubleshooting
Applications:
Experience with Server and desktop integrated applications
This is a 1 year, ongoing contract and requires 5 days a week onsite in Midland, MI.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
Minimum of three (3) years of IT Support experience
Well versed with computer hardware and accessories
Well versed with Microsoft operating systems. Windows 7 & Windows 10.
Well versed with Microsoft Office software - Office 2010, 2013 Office 365.
Familiarity with Audio/Video conferencing through Microsoft TEAMS
Effective communication skills, both oral and written.
Ability to quickly adapt and learn applications in use in the environment.
Ability to perform high-level troubleshooting and problem solving.
Ability to effectively document resolutions.
Able to interact with executive level end users.
Basic understanding of network installation and support
Ability to multi-task and work collaboratively
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.