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Sturm, Ruger & Co., Inc.

Sturm, Ruger & Co., Inc.

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IT Helpdesk Technician

Sturm, Ruger & Co., Inc.
Sturm, Ruger & Co., Inc.

Posted 10 months ago

IT Helpdesk Technician

Prescott, Arizona

IT
Full-Time
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.

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.

 
Responsibilities 
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

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