Help Desk Onsite Support

SUMMARY

The IT Site Support Specialist is responsible for delivering hands-on technical support to end users at the site, ensuring smooth operation of IT systems and infrastructure. This role is critical in maintaining a productive work environment by providing timely troubleshooting, resolving hardware and software issues, and ensuring consistent IT coverage during all business hours.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Communication with Users:
• Provide support through different channels (phone, email, chat), maintaining patient, empathetic, and understanding communication.
• Customer web page:
  • Review the details of this request to either approve or reject the registration.
• End User Support:
• • • Provide first-level and second-level support for desktops, laptops, mobile devices, printers, and other peripherals.
    • Troubleshoot hardware and software issues, escalating complex problems as needed.
    • Assist users with access, connectivity, and application-related issues.
    • Create and manage knowledgebase articles for commonly resolved incidents.
• Local IT Operations:
  • Perform hands-on support for network equipment, servers, and AV systems.
  • Coordinate with centralized IT teams for deployments, upgrades, and maintenance.
  • Maintain inventory of IT assets and ensure proper documentation.
• On-Site Coverage:
  • Ensure IT support presence during all business hours, including coverage planning for breaks, vacations, and absences.
  • Act as the primary point of contact for IT-related issues at the site.
• Collaboration & Communication:
  • Work closely with global IT teams to align local support with company-wide standards.
  • Partner with manufacturing engineering and operations teams to support technology needs on the shop floor.
  • Communicate effectively with users and stakeholders to understand and resolve issues.
  • Recommend enhancements that will increase the overall efficiency and effectiveness of the Help Desk.
• Compliance & Security:
  • Follow IT policies and procedures, including data protection and security protocols.
  • Support compliance initiatives and assist with audits as required.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities for the position.

EDUCATION and/or EXPERIENCE

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years of experience in IT support or helpdesk roles.

OTHER SKILLS AND ABILITIES

• Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
• Knowledge of Microsoft Entra ID and multi-factor authentication (MFA) applications

• Basic knowledge of hardware, software, and networking concepts.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Eager to learn and adapt to new technologies.

STRATTEC has a significant presence in Mexico; proficiency in writing and speaking Spanish is a plus