Hybrid Support Technician -1 bei Lancer Worldwide, a Hoshizaki Company

Our Company
Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We welcome talented, passionate, and highly motivated individuals to join our team.

Summary/Objective
The IT Support Technician is responsible for providing comprehensive end-user support in a Microsoft Windows network environment. This role involves troubleshooting and resolving technical issues, maintaining high-level employee communication, and ensuring adherence to established support SLAs. The technician will contribute to daily ticket tracking, mentor team members, and ensure the accuracy of resolved tickets. Additionally, the role includes deploying new IT hardware, software, and network systems, as well as maintaining organized work and storage areas.

Key Performance Indicators
· Maintain high-level employee communication by following established support SLAs.

· Contribute to and monitor the daily ticket tracking to ensure IT meets daily resolution goals.

· Monitor the completeness and accuracy of resolved tickets to ensure proper reporting.

· Oversee all IT work area cleanliness processes to ensure a clean, organized and standard work and storage areas.

· IT Process Documentation: Ensure all systems and system activities are standardized and well documented to allow for proper training and pass down of systems knowledge, activities and support as well as adherence to all applicable auditing for NIST, JSOX, ISO and others as necessary.

Essential Functions
· Respond to requests for technical assistance through the Lancer Helpdesk system.

· Analyze, solve or escalate issues with IT hardware, software, services, and network systems.

· Advise users on procedurally defined and/or optimal use of technical resources.

· Follow and assist in the development of standard helpdesk practices.

· Log all service interactions and document resolutions.

· Prioritize support requests to achieve company objectives, escalate critical requests when appropriate.

· Resolve problems and communicate with customers in a professional and positive manner, promoting a positive department image.

· Assist in deployment of new IT hardware, software, services, and network systems.

· Apply pre-defined permissions to folder directories.

· Clean and organize IT work areas and storage areas as directed.

· Track IT assets utilizing defined systems.

· Work with outside technical support services.

· Other duties as trained and assigned.

Knowledge, Skills & Abilities
· Provide level-one desktop and application support to end users, whether on site or remote, via the phone, email, Teams and other communication methods as required.

· Troubleshoot, build and deploy PC’s and printers as required.

· Support all Microsoft Office products and other Lancer provided applications.

· Independently identify, troubleshoot, document, and replicate user problems.

· Outstanding interpersonal, communication, customer service, and problem determination skills.

· Ability to troubleshoot Windows PC operating systems hardware, and peripherals.

· Must be able to take initiative and work with minimal guidance.

· Ability to manage multiple tasks and priorities including good time management skills.

· Ability to mentor and assist in training less experienced Help Desk personnel.

Education & Experience
· Minimum 1 year work experience in Information Technology maintaining networks in a Windows Domain and/or Active Directory environment.

· Certifications such as ITIL Foundation, CompTIA A+, Security+, or Network+ are a plus, but not required.

· Must have experience with Helpdesk software utilizing standard ITIL practices.

· Experience with Dell and Lenovo equipment is highly desired.

· In-depth technical experience working with PC software, operating systems (Windows 10 & 11), PC hardware (Desktops, Notebooks), Software Applications (MS Office 365).

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.

Physical Demands
Standing, sitting, walking, bending as needed. Using proper lifting technique may be required to lift objects up to 30 lbs. May have to reach for object at or above shoulder height. May be required to operate traditional office equipment including computers, copiers, fax machines and telephones. This information is not designed to be a complete inventory of the job’s duties, responsibilities and qualifications; rather, it is designed to give the general nature and level of the work to be performed by a person assigned to this job title.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Notice To Third Party Agencies
Please note that LANCER does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, LANCER will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, LANCER explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of LANCER.

EEO Statement
Lancer provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.