Job Description
Job Description
Job Title: Help Desk Technician II
Department: Information Technology
Reports To: IT Director
Location: La Porte, Indiana (Onsite)
About B&B Manufacturing:
B&B Manufacturing Inc., an ISO9001 company, produces and distributes custom and standard synchronous drive products that include timing belts, timing belt pulleys, roller chain sprockets, gears and related parts for the power transmission and precision mechanical component industries. We supply distributors and manufacturers with thousands of various components.
We are growing quickly and need talent that understands, embraces, and enjoys the challenges associated with such growth.
Benefits:
B&B offers competitive wages, a large insurance package, perfect attendance rewards, paid holidays, vacation available after first short year of employment, and a 401k retirement plan with B&B matching funds contributed to it. We also pay our employees to exercise and give them access to a near site health clinic for nearly FREE!
Position Summary:
B&B Manufacturing is seeking a motivated and customer-focused Help Desk Technician II to join our growing IT team. This individual will be the first point of contact for our employees, providing essential technical support and ensuring smooth and efficient technology operations across the organization. The Help Desk Technician will be responsible for triaging, troubleshooting, and resolving basic hardware, software, and system-related issues in a Microsoft Windows and Office 365 environment, as well as providing initial support for our onsite ERP system. This position requires a daily onsite presence at our La Porte facility.
Responsibilities:
- Serve as the initial point of contact for all IT support requests via phone, email, and the help desk system.
- Accurately log all support requests in help desk platform, ensuring detailed descriptions of the issue and steps taken.
- Provide first-level technical support for Microsoft operating systems, including troubleshooting boot issues, user profiles, and system errors.
- Assist users with Microsoft Office 365 applications (e.g., Outlook, Word, Excel, PowerPoint, Teams) including installation, configuration, and basic usage inquiries.
- Assist with administration of Office 365 tenant and associated applications.
- Offer basic support for our onsite ERP system, including password resets, user access issues, and guidance on common functionalities.
- Troubleshoot basic hardware issues related to desktops, laptops, printers, and peripherals.
- Perform password resets and account unlocks for various systems and applications.
- Guide users through basic troubleshooting steps and provide clear, concise instructions.
- Escalate complex issues using help desk ticketing system that cannot be resolved at the first level to appropriate IT team members, providing detailed information for efficient resolution.
- Follow established IT procedures and knowledge base articles to ensure consistent and effective support.
- Contribute to the development and maintenance of knowledge base articles and troubleshooting documentation.
- Maintain a professional and customer-oriented demeanor at all times.
- Create and maintain software deployment and automation jobs.
- Assist team with monitoring of antivirus and cyber security related tools.
- Assist with other IT-related tasks as assigned by the IT Director.
- Occasional foreign and domestic travel to our other sites will be required.
- Any other task assigned by management.
Qualifications:
- High school diploma or equivalent required.
- Minimum of 2-4 years of experience in a help desk or IT support role.
- Proven experience troubleshooting Microsoft Windows 10 and 11 operating systems.
- Familiarity with Microsoft Office 365 administration and support.
- Basic understanding of computer hardware and networking concepts.
- Experience using a help desk ticketing system.
- Excellent communication (both verbal and written) and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to prioritize and manage multiple tasks effectively.
- A strong customer service orientation and a desire to help others.
- Ability to work independently and as part of a team.
- Reliability and punctuality are essential.
Preferred Skills:
- CompTIA A+ or other relevant IT certifications.
- Experience providing basic support for ERP systems.
- Familiarity with remote desktop support tools.