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Lippert Components, Inc Service Desk Technician - Level II in Elkhart, Indiana

Who We Are

We are the leading supplier of components to the recreational vehicle and residential housing industries, as well as adjacent industries including bus, cargo and equestrian trailer, marine, and heavy truck. With over 65 facilities located throughout the United States, Canada, Ireland, Italy, and the United Kingdom, our more than 9,000 team members work together to bring innovative product solutions to market every day.

Why We’re Different

At Lippert Components, Everyone Matters. We’re striving to make lives better through meaningful relationships with our co-workers, our customers, and our communities. LCI team members feel a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our many team members. We measure success by how we touch the lives of people inside and outside our walls.

What You’ll Get

  • A company culture where everyone matters

  • Healthcare + Dental + Vision + 401k with Employer match

  • Career development and mentoring

  • Tuition Reimbursement

  • Annual flu immunization

  • Holiday, personal and vacation days

  • Local and national discounts

  • Wellness offerings

  • Team events: quarterly social gatherings & team “fun days" with spouses/significant others

Summary/Objective

We are seeking a 2nd Level IT Support Specialist to join our team in Elkhart, Indiana. This is an immediate need, on-site position. The ideal candidate will have demonstrated experience supporting all levels of the organizations end users. We are seeking candidates with a minimum of 2 years in Level II support. If you have any current or past experience working in Manufacturing Environments this is a plus. Also, any experience with RF Barcode Scanners and Zebra Printers is a plus. The chosen candidate will be solely responsible for supporting all Lippert locations, so we are looking for someone with a wide variety of support experience who can work with little oversight. 2nd Level IT Support Specialist will work in conjunction with all members of IT and the business up to C-level executives.

Essential Functions

  • Provide technical support to end users via various modes (e.g., email, ServiceNow, Incontact, on-site, etc)

  • Ensure timely resolution of IT requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues and documenting resolutions.

  • Document, Troubleshoot and Resolve Level II IT incidents including hardware, windows-based desktops, laptops, Tablets, Smartphones, Printers (Zebra), RF Scanners (RF Guns), etc.

  • Gather workstation requirements and perform, imaging, profiling and assembly/disassembly of workstations for equipment refreshes and on/off-boarding requests.

  • Advocate for the interests of end users within internal IT communications and meetings

  • Provide mentorship to teammates.

  • Maintain a professional demeanor and positively represent technology in all end user and customer interactions.

  • Work to continuously advance your skill set.

  • Provide Level II Support to on-site end users.

  • Document, Troubleshoot and Resolve Level II IT incidents.

  • Install, configure, and support end user devices (Laptops, Desktops, Workstations, and Mobile Devices).

  • Handle deployment of standard software.

  • Provide basic training to new IT users, on IT process and systems usage.

  • Participate in patching and imaging of software on new and current devices.

Competencies

  • 3+ years desktop and application support in an enterprise environment (2k+ users)

  • Experience support Windows 10, Microsoft Office Suite, ServiceNow, Active Directory

  • Experience in customer service, both via phone and face-to-face

  • Ability to work under minimal supervision.

  • Experience Troubleshooting Printers, Laptops, Workstations, and Mobile Devices.

  • Experience documenting and resolving IT incidents.

  • Experience utilizing Ticketing Systems like (Remedy, Heat, ServiceNow etc.)

Required Education and Experience

  • Current or past experience working in Manufacturing/Shop Floor Environments.

  • Experience with Zebra Printers, Labels, and RF Scanners/Troubleshooting and working with RF Barcode Scanner

  • 3+ years supporting end-users and high degree of professional demeanor

  • Exceptional written and oral communication skills.

  • Exceptional interpersonal skills, with a focus on listening and questioning skills.

  • Support for computer hardware and any authorized desktop software

  • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

  • When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper level support team members

  • Develop trends by monitoring and analyzing incoming calls, problems and support requests

  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues

  • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician

  • Identify and learn appropriate software and hardware used and supported by the organization

  • Perform post-resolution follow-ups to help requests

Physical Demands

While performing the duties of this job, the team member is regularly required to talk and hear. The team member may have to lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Authorization/Security Clearance

Must be able to pass EVerify.

AAP/EEO Statement

LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

Requisition ID: 2021-5089

External Company URL: https://www.lci1.com/

Street: 3501 County Road 6 E

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