End User Support Technician

Marmon Foodservice Technologies, Inc. is a part of the global industrial organization Marmon Holdings, backed by Berkshire Hathaway. The End User Support Technician provides first-line entry level support for IT issues within the facility, managing day-to-day operations of O365 and supporting both local and remote users.ResponsibilitiesSubmit, assign, and monitor tickets in the service desk queue. Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the set SLAMaintain service level role performance by supporting users via business phone, emails, and other collaboration tools to ensure objectives are achievedExecute day-to-day functions of support for both on-site and remote users ensuring that the appropriate prioritization and procedures are followedStrive to provide exceptional customer service for the users on a consistent basis, exhibit empathy to user problems and take full ownership of providing prompt support for all IT needsBe able to work on a flexible and collaborative team (onsite emote)Conduct independent research by reading knowledgebase articles, manuals, and procedure documentsManage problems through resolution with clear communication and status updates for affected users and managementProvide on-call support and weekend coverage based on business requirementsPerform other duties as assignedSkillsAssociate degree in Information Systems, related field, or equivalent experienceMust be able to respond and complete IT help tickets in a timely manner and escalate more complex issues to senior team membersDemonstrated skill in troubleshooting technical issues, determining root causes and escalating as neededAble to troubleshoot basic to moderately complex IT issues with PCs, laptops, phones, printers and mobile devices and associated software within the Microsoft stack, Office 365, Windows 7-11, and Active DirectoryMust be able to follow documented processes and procedures but make suggestions for improvement if better ideas come to mindMust be able to image PCs and ensure all PCs and laptops remain compliant with security, patch and antivirus updatesStrong communication and conflict resolution skillsAble to exercise independent judgment and act on itExcellent analytical, mathematical, and creative problem-solving skillsExcellent listening, interpersonal, written, and oral communication skillsLogical and efficient, with keen attention to detailHighly self-motivated and directedAbility to effectively prioritize and execute tasks while under pressureStrong customer service orientationExperience working in a team-oriented, collaborative environmentPreferred Certifications: MCSA, Network+CCNA, ITIL, Security+, Azure, or AWSServer 2008-2019 file shares, permissions, and connectivity experience a plusExperience with ITILDesktop support to include automation with NinjaRmmIntune or similar products (NinjaRmm a plus)Scripting experienceExperience in a manufacturing environment (Zebra printers, RF Scanners, and other workstation devices)BenefitsMedical, Dental, Vision, and Prescription Drug insurance plansAccess to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your familyTax advantaged spending accounts for health and dependent care expensesWellness programs and resources including Telehealth, Mental Health, Fitness, and Family PlanningGenerous paid time off for personal use, holidays, and parental leaveCompany-sponsored life insurance401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your ownFinancial and retirement advisingCompany OverviewMarmon Foodservice Technologies manufactures and supplies commercial food and beverage equipment. It was founded in 1953, and is headquartered in Glendale Heights, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://marmonfoodservice.com.Company H1B SponsorshipMarmon Foodservice Technologies has a track record of offering H1B sponsorships, with 1 in 2024, 3 in 2023, 3 in 2021. Please note that this does not guarantee sponsorship for this specific role.



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