IT Technician

Sturm, Ruger & Company, Inc; North Carolina; Hybrid; USD 42,000 - 68,000; Full time

Benefits offered by this job

Quarterly profit sharing

Shift differential pay

Job summary

Sturm, Ruger & Company, Inc. is seeking an IT Help Desk Technician to provide first-line support, troubleshoot hardware and software, and manage user access across Windows and OSX environments.

The role emphasizes strong customer service and collaboration with management and staff, with quarterly profit sharing and shift differential pay for off shifts. The position requires excellent communication skills, familiarity with IT ticketing systems, and the ability to work in a multi-site setting

Qualifications

• Experience in a Help Desk Analyst role or similar customer support role involving information technology
• Strong interpersonal and phone skills/communication skills
• Excellent oral and written communications skills; ability to communicate with management
• Knowledge of information security standards
• Able to manage projects and follow a standardized project methodology
• Knowledge of standard networking concepts
• Able to use detailed knowledge of Microsoft systems to troubleshoot user access level issues
• Able to work in an enterprise environment and function as a technical contributor among peers
• Able to communicate with customers without supervision and minimal guidance
• Able to explain technical information in non-technical terms
• Excellent analytical and problem-solving skills
• Hardware and Desktop Support for PCs with Windows or OSX and MS Office
• Oracle client issues and deployment of packaged software/fixes
• Experience providing user support and setup for PC/Laptop/Mobile
• Solid understanding of an IT Ticketing System
• Good organizational skills

Responsibilities

• Answer Help Desk telephone, e-mail, and self-service requests
• Perform first-level troubleshooting of hardware and software
• Enter calls and monitor, follow up, and close tickets
• Communicate with IT team and end users for timely resolutions
• Prioritize IT requests by impact and urgency
• Resolve Level I IT requests
• Maintain high customer service satisfaction on IT requests
• Build a knowledge base of resolutions and procedures
• Provide guidance on process improvements for IT support
• Support new application rollouts and document testing of systems

Skills

Customer service

Interpersonal communication

Oral and written communication

Information security knowledge

Project management

Networking concepts

Troubleshooting user access

IT ticketing system

Organizational skills

Tools

Microsoft Windows

Apple OSX

MS Office

IT ticketing software

Job description

Job Description

Starting wage is based on experience and shift. In addition to a base wage, every associate is eligible for quarterly profit sharing!! Various shifts are available and off shifts include additional shift differential pay. IT Help Desk Technician Will have a direct interface with staff, management and team.

Essential Functions

• Answer Help Desk telephone, e-mail, and self-service requests
• Perform effective first-level troubleshooting of hardware, standard software, local applications and efficient response to inquiries.
• Call ticket entry, monitoring, follow up, resolution, and closure utilizing the Help Desk software.
• Communicating with IT team, management, and end users to ensure satisfactory resolution of issues and provide a timely status of any and all issues.
• Prioritizes IT Requests based on Impact and Urgency.
• Resolution of Level I IT Requests.
• High level of Customer Service Satisfaction is mandatory on IT requests.
• Contribute to building a knowledge base of problem resolutions, work flows, and procedures, related to operating a customer focused Help Desk
• Provide guidance on process improvements with IT support in Newport, Prescott, Earth City and Level I/II Desktop Support.
• Assures all activities comply with established company policies.
• Performs all job duties and responsibilities in a compliant and ethical manner.
• Participate in new application roll-out testing and special projects as needed Testing and documentation of all new operating systems, software, and hardware prior to rollout.
• Acts as a resource on department and site projects and meets deadlines.
• Communicate network security to executive team, staff, partners, and customers.
• Follow company standards of group and folder access for all users and service accounts; ensure security requests have proper approval document changes
• Promote the security relationships between internal resources and external entities, vendors, and partner organizations
• Work closely with IT Department on corporate technology to fully secure information, computer, network, and processing systems
• Maintain, and assist in the enforcement of policies, procedures, and associated plans for system security administration and user system access, based on company policies.
• Follow all safety and environmental requirements in the performance of duties.
• Other accountabilities as assigned.

Qualifications

• Experience in a Help Desk Analyst role or a similar customer support role involving information technology
• Strong interpersonal and phone skills/communication skills
• Excellent oral and written communications skills; ability to communicate with a variety of people including management
• Knowledge of information security standards
• Able to manage projects and follow a standardized project methodology
• Knowledge of standard networking concepts
• Able to use detailed knowledge of Microsoft systems to effectively troubleshoot user access level issues
• Able to work in an enterprise environment and function as a technical contributor among a team of peers and subject matter experts
• Able to communicate and work with customers without supervision and minimal guidance
• Able to express technical information in a non-technical manner
• Excellent analytical and problem-solving skills
• Hardware and Desktop Support for PCs with a Windows operating systems or Apple product with OSX environment and higher along with MS Office programs.
• Oracle client issues and deployment of packaged software/fixes
• Experience providing user support and set up for PC and Laptop Support, Mobile Phones, etc.
• Demonstrate solid understanding of an IT Ticketing System
• Good organizational skills

Physical Requirements

• Ability to lift up to 50 pounds.
• Ability to work in confined spaces and near operating equipment.
• Up to 10% travel
• Ability to work in moderate to loud noise environments.
• Ability to work hours necessary to support production and maintenance activities.

Ruger Team Members

• Possess a positive attitude.
• Support each other by maintaining good attendance.
• Have the capability of harmoniously working with other teammates.
• Exhibit quality work.
• Advocate a safe work environment.
• Strengthen the Company's core values of Integrity, Respect, Innovation and Teamwork.

Regarding our products or services, visit Ruger.com or click the link below and navigate to the menu button in the top right corner. Ruger.com