Service Desk Administrator - MIC Group

MIC Group (MIC) provides comprehensive machining and electro-mechanical assembly solutions to the most complex of manufacturing challenges. With advanced vertically integrated manufacturing services, MIC supports customers from new product development to final production through concurrent engineering services, quick turnaround prototypes, production runs, and continuing cost improvements. MIC's headquarters is in Brenham, TX. For more information on MIC, please visit: www.micgrp.com .

J.B. Poindexter & Co (JBPCO) is a privately held diversified manufacturing company forecasting $2.5B+ in annual revenue and 9,000 team members in 2024. The nine operating subsidiaries, covering over 60 locations, are engaged in the production of commercial truck bodies, step-vans, utility trucks, funeral coaches, limousines, electric and alternative fuel vehicles, pickup truck bed enclosures, precision machining, and expandable foam plastic packaging. For more information, visit www.jbpoindexter.com .

Responsibilities

• Provide level I and level II support for multiple business units while effectively working. independently to resolve level I escalations.
• Promptly monitor, respond, and process service requests entered through the ticketing system while prioritizing issues by a first-in, first-out workflow.
• Respond to customer issues via phone, email, and computer chat.
• Provide customer assistance.
• Document customer interactions.
• Run diagnostics to resolve customer-reported issues.
• Escalate issues to the appropriate tier 2 or tier 3 group.
• Follow up with customers to ensure issues are resolved.
• Install, make changes, and repair computer hardware and software.
• Maintain inventory of all equipment including company phones, monitors, PCs, and software while organizing and maintaining a functional supply room.
• Adhere to all standards, policies, and procedures in relation to Information Technology.
• Ensure adherence to all Occupational Health & Safety Act rules and regulations, the IHSA's EUS rulebook, and company safe work practices, environmental policies, and Health & Safety Management System.
• Perform other duties related to the above job purpose.
• Some travel may be required.

• Bachelor's degree from a recognized university, with a major in MIS, Computer Technology, or Computer Engineering preferred.
• Working knowledge of MFA, Office 365, Exchange, WEBEX, and TeamViewer.
• Proficiency with MAC and Windows-based systems.
• Excellent problem-solving, organizational, analytical, and time-management skills.
• High degree of judgment, discretion, and attention to detail.
• Critical thinking and excellent research and analytical skills.
• Responsible for quality and quantity of work, care, and condition of tools, materials, and equipment. Must be fully aware of job hazards and use appropriate safety equipment and procedures to protect self and others.

• The individual we're seeking must have a passion for delighting internal customers.
• Independent analytical person.
• Self-motivated, self-starter, self-learner.
• Team oriented, not a silo or lone ranger.
• Desire to work in a fast-paced, evolving, growing, dynamic environment.
• Love of technical challenges and the sense of pride it brings to solve them.

• Bachelor's degree with study in MIS or an Information Technology related field.
• CompTIA A+, Network+ is preferred.
• Minimum three years of IT service desk experience, preferably through level II.

MIC is an Equal Opportunity employer and does not discriminate in hiring or employment based on race, color, religion, gender, marital status, sexual orientation, national origin, age, disability, ancestry, veteran status or any other status that is protected by LAW.

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Required Education: Bachelor's Degree

Virtual Job: false