Job Information
Viega LLC IT Helpdesk Technician I - 1st shift in Streetsboro, Ohio
*This position is for our OH plant that opens June/July 2025. This will be an opportunity to be part of the initial team to set up our 2nd factory in the US and build Viega's brand in the community. It provides an innovative work environment in one of the most sustainable factories in OH. Comprehensive training will be provided in McPherson, KS , Broomfield, CO and/or Germany (if needed) 6-12 months prior to plant opening with accommodation cost covered. Local housing and transportation will be provided and covered by company during the training period. Details associated with the relocation package, local housing, and transportation, and/or short-term international travel requirements will be defined in the offer letter based on the role if an offer is extended. *
JOB DESCRIPTION SUMMARY
Responsible for providing first line support for PC-related problems by answering questions or resolving computer related problems in person, via telephone or from a remote location. Provides training and technical assistance to end users as needed. Documents processes and creates knowledgebase articles used across the company. Installs new hardware and software and reviews, monitors and upgrades existing systems.
JOB DESCRIPTION DETAILS
User Support Analysis
- Respond to telephone calls, emails and personnel requests for technical support. Identify, research, and resolve technical problems while ensuring timely resolution and follow-up.
- Ability to learn and utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions
- Answer basic questions or resolve basic computer problems in an expedient manner. Provide assistance for hardware and software related problems.
- Diagnose calls to determine level of technical assistance required. If unable to resolve problem, transfer documented issue in accordance with escalation procedures.
- Provide support for all user IT related issues. Work with available resources to provide effective solutions, break/fix and problem resolution.
- Train users in the proper use of hardware and software as necessary.
- Documents technical and non-technical solutions and processes
- Assists in administrating Active Directory objects and accounts
- Maintains IT equipment database
Performs SAP password resets
New Equipment Installation
- Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
Other
- Attend meetings as required or assigned.
Perform other duties as required or assigned.
Special Job Dimensions
- May be required to work on call, after hours and on weekends as needed.
May be required to travel up to 25% of the time.
REQUIRED QUALIFICATIONS
Knowledge, Skills and Abilities
Strong interpersonal/customer service skills
Knowledge of computer programs including current Microsoft Operating Systems, Microsoft Office products, DameWare, Helpdesk ticketing software
Capable of using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, Visio, Project and web-based applications.
Excellent verbal and written communication skills
Good organizational skills
Ability to know your audience and communicate with all levels of the organization
Ability to configure Outlook and solve configura