Senior IT Help Desk Technician - Wakefield Thermal Solutions

Wakefield Thermal is part of the Heico Companies, and in aggregate, Heico’s businesses generate more than $3.2 billion in revenues. Wakefield Thermal is a global leader in innovative thermal management solutions for a diverse range of markets. Building on over four decades of leadership and experience, Wakefield Thermal designs, manufactures, and sells thermal management products that remove excess heat generated by electronic components.

Our Mission: Our businesses have made an all-encompassing commitment across all levels of the organization to never sacrifice safety. Deliver industry leading quality, and on-time delivery while providing an exceptional customer experience. Position ourselves as a leader in the industry through technological advancements and supply chain excellence. Promote a culture of success and excellence through accountability, collaboration, engagement, and shared belief in our vision.

SUMMARY:

The SR IT Help Desk Technician plays a valuable role in assisting end users with technical and product support by diagnosing and resolving technical issues in a multi-location, manufacturing organization.  Additionally, this position involves maintaining and troubleshooting the company's IT infrastructure to deliver essential applications and data. The SR IT Help Desk Technician will collaborate with team members across the corporate IT group and other Thermal Solution Segment locations to ensure high service standards and customer satisfaction. Seated at the corporate location in Exeter, NH, and working on site five days per week, this role requires flexibility to adapt to changing business needs and technological developments within the Thermal Solution Segment. This incumbent will be expected to embrace and exhibit our culture or honesty, integrity, and good corporate citizenship.

DESCRIPTION:

• Strive towards a culture of proactive safety.
• Support our culture of integrity and openness. Exemplify the highest standard of conduct and ethical behavior.
• Provide technical support for IT infrastructure, including servers, networks, storage systems, and end-user devices across all TSS locations.
• Utilizing the help desk ticket management system, respond and follow up in a timely manner on technical help tickets for a multi-location organization with 6 US based facilities.
• Provide IT support for Windows, Microsoft Office, and a variety of other applications.
• Use the Microsoft Office 365 platform to assist with account access issues, passwords, and installation of software using remote TeamViewer and MS Teams programs.
• Perform computer hardware replacement and hardware maintenance.
• Investigate and implement solutions to technical issues.
• Identify recurring technical issues and propose solutions to address root problems.
• Escalate networking and system-related technical issues and requests to the corporate IT team.
• Provide audio/visual setup and support for customer meetings and high-level presentations.
• Update and repurpose existing computers, phones, and tablets.
• Plan and oversee deployment of new computers during the on boarding process for new hires.
• By following detailed checklist and security requirements, support Human Resources in off-boarding process.
• Maintain IT related inventory in an organized and well-kept manner, following proper procedure for ordering of equipment.
• Proactively stay knowledgeable of modern technologies by seeking out and researching opportunities to increase knowledge and skills on computer-related peripherals and products.
• Provides excellent customer service to all levels of employees including customers, peers, and leadership.
• Perform special projects and complete all other duties as assigned from corporate group and segment level internal stakeholders.
• Ensure the application and adherence to security policies in alignment with global IT infrastructure standards and best practices.
• Assist with the deployment of infrastructure projects, upgrades, and IT improvements, ensuring alignment with global IT strategies.
• Serve as IT channel of communication for Heico IT and ASG operating company for training, services, upgrades, patches, etc.
• Capable of providing 24 x 7 support for security breaches; (not typical, only as necessary).

REQUIREMENTS:

• Bachelor’s degree in information technology, computer science, and/or a related field. Will consider years of relative experience & appropriate technical training and certifications in lieu of formal education.
• 5-7 + years’ experience of operational experience in IT end user support and IT infrastructure support.
• Strong understanding of infrastructure systems, including networking, server management, storage, user support, and security policies.
• Hands-on experience with IT infrastructure, including servers, networking, storage, and user support across multiple locations.
• Experience with routine maintenance and troubleshooting of local IT environments.
• Competent using Microsoft products such as the following: Microsoft server operating systems, Active Directory, Enterprise Office 365, Exchange, OneDrive, SharePoint, Teams.
• Working knowledge of Apple iOS and Android mobile systems.
• Knowledgeable regarding IT service desk management systems.
• Knowledgeable regarding general IT networking and server/storage operations, troubleshooting of printing and common printer operations and issues.
• Service oriented approach in IT (ITIL certified is highly desirable).
• Able to conceptualize hardware/software and network interoperability to diagnose problems in a logical manner.
• Knowledge of cybersecurity protocols and standards.
• Customer orientation (e.g. short response times, appropriate communication and continuous information flow, adequate solutions).
• Good analytical, communication and presentation skills.
• Drive for excellence in own work and cooperation with customers/ colleagues/ employees.
• Efficient and resilient working style (e.g. priority setting, willingness to work overtime in peaks, absorb pressure).