General Job Description: Helpdesk Support Technician I

Provides the internal support to Helpdesk Technician II and Helpdesk Leads. The Helpdesk Support Technician I is the first to speak with the customer on any electrical, programming, and mechanical service call via phone and or email. Strong communication and organizational skills are required to be successful at this position. Detailed and accurate description of the customer’s technical issue and logged into Salesforce so Helpdesk Tech II or Leads can accurately start to diagnose a remedy.

Key Requirements:

· Minimum 2-year technology or college degree

· Answer service calls and record ALL cases in Salesforce

· Follow up on open tickets and call customers to make sure issues are resolved after closing case

· Setup ALL new machine computers

· Setup customer purchased computers and build installers

· Program Trios, VFDs and servo drives that are going out to customers

· Test ALL potentially bad components that are returned to JMC from the field

· PC related troubleshooting skills

· Assist Parts department in finding part numbers for spare parts orders

· Strong communication skills

· Ability to be organized, detail oriented and multi-task

· Individual must be a team player

· Ability to work with little or no supervision

Additional Requirements:

· After hours support to customers

· Build sub- assemblies that are purchased through parts/service project management

· Technical writing ability big plus

· Facilitate returned component repairs either through parts department or directly with repair facilities.

· Compile and Assemble Machine manuals for NEW and Legacy machines when needed

· Occasionally other duties outside the service department as needed

Job Type: Full-time

Pay: $20.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Dillsburg, PA 17019: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)

Work Location: One location

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