IT Helpdesk Technician

SNF is a specialty chemical group whose products, water-soluble polymers, contribute to treating, recycling, preserving water, saving energy, and reducing carbon footprint. A pioneer in soft chemistry, SNF has long been present on all continents, employing 8,150 people, including more than 2,300 in the USA. Innovation and movement toward a cleaner, less carbon-intensive world accelerates SNF’s growth.

The IT Helpdesk Technician's primary responsibility is to provide timely delivery of quality technical support service to clients, whether internal or external. This requires knowledge of the supported software and hardware systems and effective customer service communications skills. It also includes managing technical-related issues, which require communication and follow-up to ensure problems are resolved. The IT Helpdesk Technician will provide clients with a wide range of IT technical support.

• Provide resolutions utilizing problem-solving methods.
• Install, configure, and troubleshoot computer network devices and associated equipment.
• Perform network troubleshooting to isolate and diagnose common network problems.
• Upgrade network hardware and software components as required.
• Install, upgrade, and configure network printing, directory structures, rights, security, and software on file servers.
• Provide users with desktop and network technical support.
• Respond to the needs and questions of users concerning their access to resources on the network.
• Establish network users, user environment, directories, and security for networks being installed.
• Support Windows-based software systems with a networking component.
• Perform common technical support duties that may include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients’ equipment.
• Communicate to the IT Helpdesk supervisor on restocking essential spare parts inventory.
• Manage end-user equipment and software lifecycle upgrades and updates.
• Able to work on the on-call rotation with the team.

REQUIREMENTS:

• Bachelor's Degree - A Bachelor’s Degree in a Computer-related field is required. In lieu of a degree, 3+ years of relevant experience are required.
• Certifications from a specific manufacturer, such as Microsoft, or a general certification as a help desk technician from an organization, such as the Help Desk Institute (HDI), is a plus.
  • A willingness to obtain certifications as needed is required.Comp TIA A+ and Network+ or equivalent.
  • Microsoft Certified Professional Certification or equivalent.
  • Microsoft Certified Desktop Support Technician.
  • Microsoft Certified Technology Specialist.
  • Hardware/Software vendor certifications as deemed necessary by SNF.
• Technologically savvy, self-starter, highly motivated, and able to multi-task effectively.
• Must be able to coordinate problem investigation and completion of client-specific corrective action requirements.
• Excellent consultative and communication skills and ability to interface effectively with all levels of management.
• Good customer service and communication skills.
• Ability to properly manage and prioritize resources and projects.
• Must be able to address all help desk-related problems and provide timely resolutions and recommendations to minimize work interruption.
• Analytical and statistical reasoning ability.
• Team player who can operate effectively within a complex culture.
• Ability to respond quickly and effectively under pressure and deadlines.
• Good organizational and troubleshooting skills utilized to manage help desk activities, create and maintain status reports, and manage complaint follow-up effectively.
• Candidate should demonstrate strong customer focus and a work ethic of seeking continual improvement.
• Must be able to successfully function in a dynamic organization with a fast-paced and changing global business environment.
• Any additional duties assigned by the Support Services Manager.

BENEFITS:

• Competitive Salary
• Medical Benefits
• Dental Benefits
• Vision Benefits
• Flexible Spending Accounts
• 401(k) Savings Plan
• Vacation Days
• Incidental Days
• Paid Holidays
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• Tuition Reimbursement
• Employee Development & Training

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.