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Crane Merchandising Systems Service Desk Technician in Williston, South Carolina

Service Desk Technician


Location:SC, Williston

Sitelink Req No.:


Job Summary:

Crane Merchandising Systems is looking for an energetic, highly-motivated, task-oriented person to fill the role of Service Desk Technician The Service Desk Technician must excel in providing exceptional customer service and results in a fast-paced environment. This person is responsible for coordinating and providing primary Tier 1 level Service Desk/ Deskside Support as well astechnical and application supportto the Crane Merchandising Systems environment. Daily duties include addressing end user requests, supporting remote users, network management, helpdesk management, and various security elements. The Service Desk Technician will be required to keep ongoing documentation and assist fellow coworkers with help desk related tasks as directed by the Manager, Infrastructure & Operations. This position will identify, research and resolve technical problems for all CMS systems.

Essential Functions:

  • Triage for all telephone calls, email and personnel requests for technical support. This involves tracking incoming support requests, quickly evaluating, prioritizing and resolving issues.

  • Record all customer call activity in call tracking database including, but not limited to, summary of issue, scope and resolution.

  • Maintain appropriate software and driver patch levels on equipment.

  • Maintain and advance capabilities of the web based user portal to drive requests to the portal.

  • Assist in the administration, troubleshooting, planning and enhancement of the network.

  • Physically move equipment from location to location within the office and manufacturing facilities.

  • Adhere to all Company policies, CMS IT standards, safeguard the company's interests and act in an ethical and legal manner as well as report all violations of Company policies and procedures to appropriate management.

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.

  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

  • Train others in the proper use of hardware or software

  • Field complex support interactions that require system analysis and problem solving techniques and procedures.

  • Ability to utilize tools for remote access into customer systems to determine root cause, make recommendations and solve issues.

  • Demonstrates a professional phone manner and presence with a customer-focused attitude toward issue resolution.

  • Identify complaints that constitute potential hazards and bring them to the attention of the Manager, Infrastructure & Operations

  • Assists with hardware support to customers. Functions as a liaison between the system manufacturer and the customer, when needed.

  • Conducts remote installations and/or system upgrades as needed.

  • Interacts with cross-functional product development teams to ensure customer requests are reviewed.

  • Document and create knowledge based articles.

  • Prompt and reliable attendance is required.

  • Support Engineer may be required to work on-call after hours.

  • Critical issues may require work outside of normal business hours.

  • Complete all assigned training.

  • Other tasks as determined by the Manager, Infrastructure & Operations

Minimum Qualifications:

  • Experience:

  • Experience in a network environment, supporting various desktops, laptops and end-computing devices.

  • Skills/Abilities:

  • Good working knowledge of Windows Enterprise desktop operating systems.

  • Good working knowledge of Microsoft Office Suites.

  • Working knowledge of switching, IP routing, subnetting and Active Directive a plus.

  • Proven trouble shooting skills.

  • Excellent oral and written communications skills.

  • Strong interpersonal and project management skills, training background preferred.

  • Ability to work with little supervision and in a fast paced, multi-task environment.

  • Education/Certification:

  • Bachelor’s Degree preferred, or other technical training.

  • Technical certifications a plus (A+, Network+, MCTS, MCSE, CCENT, CCNA)

Beneficial Skills:

  • Working knowledge of switching, IP routing and Active Directory account administration

  • Active Directory Group Policy Object authoring

  • Visual Basic (VBS) Login Script authoring

License(s)/Certification(s) Required:

  • ​Beneficial to have ITIL or A+ but not required

Working Conditions:

  • Working conditions are normal for a manufacturing environment. Machinery operation requires the use of safety equipment to include but not limited to safety glasses, safety shoes, gloves, sleeves, heel straps, and bump caps.

  • Must be flexible to work overtime and weekends as needed

  • Requires lifting 35 lbs.

Crane Co. reserves the right to change or assign other duties to this position.The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of accountability and responsibility. These descriptions should not be considered to be all-inclusive listings of work requirements.

Crane Co. is an Equal Opportunity Employerand does not discriminate on the basis of race, color, creed, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, physical or mental disability, pregnancy, medical condition, genetic information, or U.S. military or veteranstatus or any other characteristic protected under federal, state, or applicable local law, in recruiting, hiring, training and promoting.