Service Desk Technician II

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Description

About Ergotron:

Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Through its 40+-year history, Ergotron has led the industry with innovative, professional-grade products and customer-focused service. The company has earned more than 200 patents and through the Technology of Movement, established a growing portfolio of products and solutions to help create environments that promote wellness, productivity and efficiency.

Ergotron is headquartered in St. Paul, Minnesota, with a strong presence in North America, EMEA and Asia Pacific. For more information, please visit www.ergotron.com.

Position Summary:

As a dual role position, this position provides both administrative and helpdesk functions. This position provides administrative services in Active Directory, Exchange, and other server-based systems. This position also provides desktop field support services which include; preventative maintenance, troubleshooting, configuring and installing PC's, laptops and providing technical support for end-users at corporate head office, remote field offices, mobile users and manufacturing systems. This position reports to and functions under general supervision of the IT Director, Operations and Security, but works as part of the larger I.S. team as well as independently.

This is an in person, hands on, full time, hourly position at Ergotron's location in Eagan, MN.

Position Responsibilities:

• Define PC hardware and software standards and procedures and ensure adherence to these by the user community.
• Provide 1st level field support services to users of PCs, LANs, WAN's, network print servers, printers and communication devices (i.e. cell phones, iPads, etc.).
• Provide acquisition, installation and maintenance services for PC hardware and software in accordance with standards and procedures.
• Reformat and recycle old computers in accordance with standards and procedures.
• Install and update software on users' computers.
• Troubleshoot and resolve software issues on users' computers.
• Respond to and report on service requests assigned through the service request tracking system.
• Keep aware of business direction and computing requirements of all business units and locations.
• Keep abreast of new trends and emerging technologies in the PC and network industry.
• Identify and recommend opportunities to improve and enhance PC and LAN services to our customers.
• Participate and/or assist with various project teams on issues, including planning and execution for new applications, services or technology.
• Support all manufacturing technologies including hardware, software, printing and wireless configurations.
• Provide IT Director, Ops & Security, with updates on the status of assigned service tickets, incidents or projects.
• Work with vendors regarding service issues or RMAs.
• Assists in tracking and assignment of perpetual and SaaS software license management.
• Keep asset information and assignment updated in appropriate application.
• Diagnose and fix wireless networking issues on users' computers. Work with Network Manager to resolve problems with the wireless network.
• Clean viruses from users' computers. Work with Security Analyst/Anti-Virus software vendor on issues with their software.
• Administer and troubleshoot corporate cell phones and VOIP telephone system.
• Spec and configure new printers and fax machines. Work with Network Manager to configure networked printers.
• Diagnose and fix problems with printers and fax machines and other devices.
• Replace toner in printers, recycle used toner cartridges. Monitor inventory of toner to ensure availability.
• Submit support requests to printer/copier leasing company for repairs or maintenance.
• Administer and Support Solidworks/CAD Programs
• Administer Office 365, Active Directory and Exchange
• Administer and Support Nicelabel and Zebra software
• Provide conference room and Audio Visual support for meetings
• Support legacy manufacturing equipment with embedded legacy operating systems (TNE location)
• Learn and perform software validation process for new software as required for ISO13485 certification (Eagan location)
• Cross train (Eagan based staff) on technologies in remote locations (TNE and NL) to support the business and ensure operations
• While this position does not require regular travel, the candidate must be willing and able to travel by air both domestically and internationally when the need arises.
• Additional duties as requested

Position Requirements (Knowledge and Experience):

• Two (2) to three (3) years' experience with LAN connected PCs and Networks.
• Thorough knowledge of latest PC and laptop hardware and software configuration in LAN/WAN environments, Ethernet, Windows, Mac OS, etc.
• Thorough knowledge of Office 365 administration including users, licensing and Exchange.
• Thorough knowledge of configuration of client PC connectivity for Windows Server, LANs, Active Directory.
• Thorough knowledge of Office 365 applications, Anti-virus applications, and Exchange, including client setup, configuration and troubleshooting.
• Experience with configuration of TCP/IP on workstations, including DHCP and DNS
• Experience with troubleshooting PC hardware, software, LAN/WAN connectivity and printing problems.
• Experience with telecommunications systems including wireless, mobile devices, VOIP and Conferencing equipment such as Polycoms
• Experience with network backup procedures.
• Experience with Audio Visual equipment
• Experience with endpoint security technology (MFA, SSO, VPN)
• Ability to quickly absorb and utilize new concepts, processes and technologies.
• Ability to multi-task and flourish in a fast-paced, continuously changing environment.
• Experience with the following technologies are preferred but not require

o Oracle/Java

o Windows

o NAS/SAN

o Solidworks PDM

o Kaseya

o Defender, Bitlocker, LAPS, BeyondTrust, zScaler, MFA, Mimecast

o Microsoft Azure, InTune, Teams, OneDrive, SharePoint, VMs

o SaaS platforms - SalesForce, Asana, Miro, FreshService

• Must be able to work independently with limited supervision and also a team
• Must be able to perform the physical requirements of the job as described to you for the position.

Benefits:

• Ergotron provides a fast-paced, innovative and flexible work environment with a comprehensive and competitive pay and benefits package. (Use below bullets for United States, delete for Global positions)
• Our total rewards package includes, but not limited to; competitive wages consisting of base pay, bonus and/or incentive pay based on position, medical, dental, vision, life, disability, tuition reimbursement, 401k with match, and an Employee Assistance Program (EAP).
• We work hard and we recharge. With competitive Paid Time Off (PTO) programs which includes vacation and sick and safe time, eleven paid holidays and summer hours (based on role and location) our employees have ample time throughout the year to spend with family and friends, traveling or relaxing.
• We are proud to support our employees and their growing families by offering ten weeks of paid maternity leave, four weeks of paid paternity leave, and three days of paid grandparents leave.
• Both our newest and our most tenured employees are formally recognized. Our career milestones program ensures that our new team members feel welcome and rewards employees at five years, ten years, fifteen years and beyond.

Core Values:

• Customer-Centric Innovation
• Built to Last
• Always Improving
• Integrity

Salary Description

$22.00-$27.00 Hourly + Incentive