OWATC Jobs

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JOB SUMMARY
This position will be the initial point of contact for our internal employees, delivering timely and efficient technical assistance. Your main responsibility will be to troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools. Additionally, this position will have responsibility for Company conference rooms, including video conferencing solutions.

ESSENTIAL FUNCTIONS

• Responding promptly, investigates and resolves user software and hardware problems.
• Answers questions, applying knowledge of software, hardware, and procedures.
• Talks to programmers to explain software errors or to recommend changes to programs.
• Calls software and hardware vendors to request service regarding defective products.
• Assists with developing user training materials and may train users on software and hardware or recommend outside contractors to provide training.

SECONDARY FUNCTIONS

• Documenting technical support procedures and maintaining records.
• Maintain a safe and orderly work environment.
• Adhere to all Company policies and procedures.
• Follow all procedures as they pertain to this position.
• Performs other duties as assigned.

PERFORMANCE MEASURES

• Departmental and organizational goals and objectives.
• Effective communication and ability to work with all departments.
• Compliance with Company policies (e.g., safety, quality, attendance, etc.).

SUPERVISORY RESPONSIBILITY/POSITION TYPE/EXPECTED HOURS OF WORK
This job does not have any supervisory responsibilities. This is a full-time position; days and hours of work are Monday through Friday, 8 hours per day. However, this position may be required to work up to 12 hours per day, Friday’s, Saturday’s, or alternate shifts as job duties demand. Regular onsite attendance is expected and required.

Requirements
EDUCATION AND EXPERIENCE {R} = Required (P) = Preferred (Equivalent combinations will be considered)
{R} High school diploma or equivalent; a relevant IT certification or degree is a plus.
{R} Proven experience in a customer-facing technical support role or relevant internship experience.
{R} A strong commitment to maintaining confidentiality and data security.
{R} Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).
{R} Basic knowledge of computer hardware components, printers, and mobile devices.
(P) 1+ years’ experience working an IT help desk or similar; experience in a manufacturing environment a plus.
{R} Computer/tablet/keyboard skills.
{R} Proficiency with English (read/write/speak); ability to speak Spanish a plus.

SKILLS (LANGUAGE, MATHEMATICAL, REASONING, OTHER)

• Thorough knowledge, or the ability to attain thorough knowledge, quickly of ENVE hardware and software systems.
• Possess above-average problem-solving skills to assess issues and implement solutions. * Must be able to systematically gather information from employees and use these details and critical thinking to diagnose and resolve technical issues.
• Possess excellent attention to detail to find small errors, such as faulty code or a typo in the instructions that has a significant impact on the user’s experience with a product.
• Possess strong communication skills, with the ability to communicate highly technical information to users who aren’t always familiar with software and hardware systems and other technology.
• Outstanding customer service skills, such as active listening and empathy, to be able to calm frustrated employees and provide a satisfactory resolution.
• Ability to quickly learn new technologies.
• Adaptable to ever changing work priorities and organizational needs.
• Self-motivated and able to work independently and efficiently with general instruction and limited supervision.

CERTIFICATES, LICENSES, AND/OR REGISTRATIONS {R} = Required (P) = Preferred
{R} CompTIA A+ certification.
(P) Microsoft Foundations.
(P) CompTIA network+.

PHYSICAL / VISUAL REQUIREMENTS

• Ability to work in a typical office environment as well as occasionally travel into the warehouse/manufacturing facility.
• Requires sitting for long periods of time at a keyboard in an office environment but can also require standing, bending, grasping, pulling, pushing, stooping, and stretching to perform the functions of this position.
• Must be able to safely lift items weighing up to 20 lbs.

Salary Description
Starting at $20.72/DOE