Stahls' Transfer Express

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IT SERVICE DESK (Information Technology)



Job Location: Mentor, Ohio

Stahls' Transfer Express, conveniently located 30 minutes east of Cleveland, OH, manufactures custom heat applied transfers for apparel and more. Our transfers are used by athletic apparel dealers, T-shirt retailers, and many other markets in the U.S. and Canada.

Our team endeavors to keep Transfer Express competitive. We do this by using the latest in manufacturing, sales, and marketing techniques and investing in our greatest asset, our employees. The future shows much promise and plenty of room for growth as our company continues to succeed year after year.

JOB PURPOSE:

IT SERVICE DESK technician will report directly to the Service Desk Manager. This position will require 40 hours per week onsite at assigned locations, and subject to periods as “On-call Technician” and to voluntary overtime.

In this role, the Service Desk Technician will provide maintenance and support of IT Related software and hardware. This shall be accomplished by analyzing the requirements, resolving problems, installing hardware and software solutions and supporting the IT Operations Directives and Security.

DUTIES AND RESPONSIBILITIES:

  • Provide Helpdesk support and resolve problems to the end user's satisfaction and within the specifications of your directives.
  • Monitor and respond quickly and effectively to requests received through the Service Desk ticket system.
  • Monitor the ticketing system for requests assigned to the queue and process based upon urgency and Service Level Agreements (SLAs).
  • Modify configurations, utilities, software settings, etc. for company computers while remaining within the company standards.
  • Document all help desk activities in the ticketing system and ensure end users are briefed and educated on the system when they require training.
  • Ensure that each workstation is in proper working condition and that periodic maintenance is performed minimally on an annual basis.
  • Report any misuse and or abuse of company IT equipment to the Help Desk manager.
  • Assist in maintaining an accurate and up to date inventory of all equipment, software and miscellaneous IT equipment used by company employees.
  • Utilize all resources quickly and precisely and escalate the issue in a timely manner when all attempts to resolve have been exhausted.
  • Assign users and computers to the proper Active Directory, groups following set guidelines.
  • Perform timely workstation hardware and software upgrades as required.
  • Manage off time and PTO appropriately and avoid unscheduled absences.
  • Remain up to date on changes and updates on the network and throughout the company. 
  • Assist in documenting procedures and configurations that are specific to users, departments and divisions. 
  • Remain familiar of Standard Operating Procedures, network settings, configurations and escalation paths.
  • Maintain an open line of communication between yourself and the Help Desk Team and the Help Desk manager.
  • Assist in maintaining company phone system as directed.
  • Provide guidance and demonstrations to end users when required

QUALIFICATIONS:

  • High School Diploma
  • 2 Years of Technical Experience
  • Certifications such as A+, Net+, Security+, MCSE are preferred.
  • Microsoft technologies, such as Office 365 and Windows 10 Operating system
  • Manufacturing printing technologies
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