Note: The job is a remote job and is open to candidates in USA. IMMI is a global leader in safety systems, headquartered in Westfield, Indiana. They are seeking a highly motivated IT Help Desk Technician to provide front-line technical support, ensuring reliable access to IT systems and services for team members globally.
Responsibilities
- 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
Skills
- 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/LaserJet 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
Benefits
- Team Member Ownership/ESOP
- Healthcare, vision, dental options
- Company paid Short and Long Term Disability
- Ten (10) paid holidays
- Four (4) IMMI Serves volunteer days per year.
- Onsite Health and Wellness Center
- Generous Paid Time Off
- Bonus Opportunities
- 401k
- Tuition Assistance
Company Overview
Company H1B Sponsorship