Desk Side Support Technician

Motrex LLC; Kansas City (KS); On-site; USD 52,000 - 76,000; Full time

Job summary

Motrex LLC in Kansas City, KS seeks a Desk Side Support Technician to provide day-to-day break-fix IT support for the enterprise user community. The role involves diagnosing hardware and software issues, imaging PCs, and coordinating with other IT groups to support sites across North America.

The position is based at the Kansas City, KS manufacturing facility with occasional trips to nearby distribution centers and other plants.

Qualifications

• 3+ years experience supporting Enterprise PC environments.
• Windows 11, Active Directory, and Microsoft Office expertise.
• Familiarity with network topologies: Ethernet, TCP/IP, and smart devices.

Responsibilities

• Provide face-to-face, phone and online break-fix IT support to users.
• Image and deploy desktops, laptops, and printers; manage peripherals.
• Maintain hardware/software inventory and CMDB documentation.
• Coordinate with vendors and internal IT groups.
• Document changes and incidents for audits and knowledge continuity.
• Support plant-floor IT issues and travel between sites as needed.
• Assist in developing IT standards and best practices.

Skills

Communication skills

Independent worker

Customer service

Problem solving

Organization

ITIL knowledge

Tools

Windows 11

Active Directory

Microsoft Office

TCP/IP

Ethernet

Smart devices

Job description

The Desk Side Support Technician position is responsible for the day-to-day break-fix IT support to the user community and must possess a strong commitment to high-quality customer service and solid work ethic. The role will provide IT support, including diagnosing and troubleshooting PC hardware and software technical problems. The position will also involve coordinating with other support groups and being part of the IT support resource team that supports all sites in North America.

This position will be based in our Kansas City, KS manufacturing facility with occasional trips to the Distribution Center (close by) and our other plant near the airport, 12 miles away.

• Providing face-to-face, phone and online break-fix support to the enterprise user community.
• Maintain, troubleshoot, repair, and image desktop computers, laptops, peripherals, and Zebra printers/scanners.
• Occasional emergency troubleshooting and repairs outside of normal work hours.
• Prepare and manage deployment of PC's, laptops, and printers while maintaining inventory on all hardware and software deployed.
• Ensure all IT assets are documented, catalogued, and kept up to date in the CMDB tool.
• Interfacing with various vendors in support of the hardware and software systems
• Installing and maintaining proper software and application resources.
• Communicating with other support groups within Motrex while providing hands and feet support as required.
• All relevant activities, changes, and incidents must be properly documented and maintained for future reference, auditability, and knowledge continuity.
• Ability to support technical issues on the plant floor.
• Additional responsibilities as needed to support the team and company goals.
• Technician is not responsible for independently developing standards or procedures. However, the technician is expected to provide input, feedback, and technical support during the development of standards, procedures, and best practices.

Education, Experience, Certifications

• 3+ years experience supporting Enterprise-level organizations' PC support needs, while being flexible, adaptable, and able to meet tight deadlines.
• Working understanding of Windows 11, Active Directory, and Microsoft Office applications as well as Network Topologies - Ethernet, TCP/IP, Smart-Device technology - iPad, iPhone, Android etc.

Knowledge, Skills, Abilities

• Excellent communication skills, with the ability to communicate professionally and confidently at all levels with strong organizational skills and a solution-based, problem-solving mindset.
• Ability and willingness to work independently and also as a member of the NA local support team.
• Ensure that relevant parties are kept informed as to the status of support work being carried out in a timely manner.
• Reasonable level of understanding ITIL and ITSM environments.

Physical Demands

• While performing the duties of this position, employees are regularly required to communicate, remain in a stationary position for extended periods, and operate standard office equipment. Occasional movement throughout the office may be required. The position may occasionally require lifting or moving items weighing up to 40 pounds. Required personal protective equipment (PPE) must be worn in designated areas.

Environment

• This position is primarily performed in an office environment and requires you to be onsite five days a week. The role also requires periodic presence in manufacturing and production areas. While on the manufacturing floor, employees may be exposed to moving machinery, noise, dust, fumes, varying temperatures, and other industrial conditions. Required personal protective equipment (PPE) must be worn in designated areas.

Travel

• Must have a valid Driver's License and reliable transportation to travel between three locations.
• Occasional travel to remote sites may be required.