Job Summary:
We are seeking an IT Help Desk Technician II to provide advanced technical support and assistance to our internal users. The ideal candidate will have a strong background in troubleshooting hardware and software issues, installing and configuring software and hardware, and maintaining accurate records of IT help desk requests.

About CSI:

CSI provides state-of-the-art stainless-steel process equipment and service for the food, dairy, beverage, pharmaceutical, and personal care industries. We are a growing company with a passion for providing superior customer service. Our work environment is rooted in respect, teamwork, continual learning, and growth... with a large dose of community and fun!

Salary: $55,000 - $65,000 annually. This is an onsite position.

Responsibilities:

• Prioritize assigned helpdesk tickets and respond quickly to customer needs.
• Respond to and resolve escalated technical support tickets from Level 1 technicians.
• Troubleshoot and support desktops, laptops, mobile devices, printers, and other peripherals.
• Provide support for Windows, macOS, and common enterprise applications (e.g., Microsoft 365, VPN, remote desktop tools).
• Assist with user account management in Active Directory, Exchange, and other systems.
• Perform software installations, updates, and configurations.
• Document issues, solutions, and processes in the ticketing system and knowledge base.
• Collaborate with other IT team members to resolve complex issues and implement improvements. Timely escalation to IT Support Lead when needed.
• Prioritize, manage and ensure the development and implementation of enhancements and changes to IT policies and procedures.
• Participate in planning and implementing IT projects as needed.
• Collaborate closely with technology management in project prioritization/ planning to understand future resource needs
• Participate in most phases of IT projects, from advising on specification requirements and limitations.
• Maintain inventory of IT assets and assist with hardware lifecycle management. Assist Manager-IT in maintaining & installing networking components, servers, workstation, and software.
• Gather facts and use effective analytical and evaluative methods to assess information, plan the sequence of actions necessary, make sound decisions, and solve a variety of network problems.

Qualifications:

• Bachelor's Degree in computer science or networking field, or equivalent experience.
• Technical Certifications
  • Network+ and A+ or higher, required
  • At least one additional network/PC industry certificate, preferred Cisco, Microsoft
  • Proficiency with Windows and macOS operating systems.
• Experience with Active Directory, Office 365, and remote support tools.
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Knowledge of wide range of information management techniques, requirements, methods, and procedures, including approaches used by other organizations to design solutions for application requirements.
• Excellent written and verbal communication skills with the ability to interact with all levels within the organization
• Excellent interpersonal / relationship management skills
• Excellent conflict resolution and negotiation skills

Experience:

• 3 years of experience in IT support role, required; 5 years, preferred
• Knowledge of network architecture, interrelationships, operating modes, configuration, topology, and protocols

More than 40 hours per week may occasionally be required to achieve the productivity necessary for this position. Saturday, Sunday, and holiday hours may occasionally be required.

This position requires the ability to interact with employees verbally and in writing, remain in a stationary position for 80% of the workday, have close visual acuity, and constantly operate a computer and other office productivity equipment, such as a phone, copy/fax/scan machine, computer keyboard and mouse with or without reasonable accommodation. This position also requires the ability to occasionally lift, stoop, bend, and lift office products and supplies, up to 50 pounds.

CSI has a long standing policy of Equal Opportunity in employment. Our practice is to fill positions by selecting applicants who can perform the work in a competent and professional manner. We do not discriminate on the basis of age, sex, race, color, religion, national origin, sexual orientation, gender identity, protected veteran status, or individuals with disability. U.S. federal law requires completion of employment eligibility verification upon hire. CSI participates in E-Verify. Must have the right to work in the United States.