Job Title

Job Details Job Location Miller - Kalamazoo, MI   Salary Range $24.00 Hourly Description Title: Service Desk Technician Classification: Hourly Reports To: IT Operations Manager Position Type: Full-time 1st Shift: Monday - Friday 8am - 5pm Starting Pay Rate: $24/hour ABOUT SCHUPAN We believe our employees make us the best. To support our employees, we provide benefit offerings for our employees to choose what fits their life. Offerings include medical, dental, company paid employee only dental, dental for dependents, company paid core vision for employee and family, HSA, FSA, 401k, company paid group life and AD&D, voluntary life, short and long-term disability, fitness incentives, wellness premium discount, pet insurance, paid parental leave, tuition reimbursement, and EAP. Core Values At Schupan, we want to positively impact our people, community, and planet every day. We believe our core values foster a culture of excellence through growth. Schupan & Sons, Inc. expects all employees to perform their job duties and consistently follow the core values. Integrity - We are honest in our interactions to foster trust, accountability, and responsibility. Empowerment - We are committed to providing the resources necessary to elevate our employees & our business to excellence. Sustainability - We are dedicated to the wellbeing of our communities, our people, our environment and to the long-term success of our business. Compassion - We are inspired to help others and committed to a workplace of kindness, understanding, and respecting others' diverse perspectives and experiences SUMMARY Our Service Desk Technicians are the face of IT Operations and serve as the first point of contact for employees seeking technical assistance. Establishing a positive and supportive relationship with end users is essential. A large portion of the Service Desk Technician's time is dedicated to answering phones and live chats, responding to web tickets, and providing walk up customer service, as well as proactively solving problems and providing timely and professional customer service to employees. ESSENTIAL FUNCTIONS Monitor support lines and ticket queues for issues Clearly document requests in ticketing system Maintain accurate inventory of all assets Provision and support mobile devices and workstations Deploy and repair peripherals Manage identities and permissions in Active Directory and Entra Work off hours and travel to remote locations when needed Provide on-site and remote support to end users Collaborate with outside support partners Adhere to security practices and policies Function within an industrial environment Must be able to interact in-person with peers and the public Maintain regular and predictable attendance Must be able to handle high stress situations Ability and disposition to continuously learn Perform other duties as assigned by the IT Operations Manager Qualifications POSITION QUALIFICATIONS BASIC EDUCATION AND EXPERIENCE Minimum of 2 years related experience and/or training Associate's degree or other post-secondary education (preferred) An equivalent combination of education and experience SKILLS AND ABILITIES Thorough understanding of common computer operating systems, networking concepts, and a wide variety of software applications Ability to interact positively, courteously, and professionally with employees Ability to walk the customer through the problem-solving process. Ability to communicate effectively with others, both verbally and in writing Ability to work well under pressure and respond to other employees with respect and consideration regardless of their status or position Analytical, organized, and detail oriented PHYSICAL REQUIREMENTS Frequently lift and/or move up IT equipment weighing up to 25 pounds and occasionally lift and/or move equipment up to 50 pounds Prolonged periods sitting at a desk and working on a computer REASONABLE ACCOMMODATIONS STATEMENT To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.