Sr. Service Technician

Apply 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.

Using the Technology of Movement, Ergotron builds products and custom solutions that help people feel a new sense of energy in healthcare, industrial and office settings, both at home and on-site.

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 established a growing portfolio of award-winning brands including WorkFit and CareFit, and patented Constant Force and LiFeKinnex technologies.

Ergotron is headquartered in St.

Paul, Minnesota, with a presence in North America, EMEA and Asia Pacific.

For more information, please visit Position Summary: This position provides administrative, service desk and manufacturing support functions.

Administrative services are provided using primarily Microsoft Technolgies along with other server-or cloud based systems.

Service Desk functions include guidance to end users and other technicians, managing and improving IT services and processes, leading and participating in various IT activities and teams, and coordinating with vendors and the IT Director, Operations & Security.

Manufacturing support functions include working with AIO pcs, wireless rf scanners, Manufacturing Execution Systems, networking, label printing, hi-pot testing equipment and various other technologies depending on location.

This position reports to and functions under general supervision of the IT Director, Operations & Security, but works as part of the larger I.S.

team as well as independently.

This is an in person, hands on, full time, non-exempt position, primarily working out of Ergotron's location in Eagan, MN.

Travel is expected to the Murfreesboro, TN location multiple times year.

Position Responsibilities: * Mentor Service Desk Technician I/II on all software and hardware, providing training on business applications and standard IT processes.

* Create and revise IT process/procedures and ensures adherence to these standards and procedures.

* Facilitate daily service desk ticket review, establishing priority based on urgency and impact.

* Assist peers with complex or prolonged issues as reported by end users or business partners.

* Escalate and resolve tickets with internal teams or outside vendors as required.

* Communicate effectively and timely with the end users and stakeholders to keep them updated on the status and resolution of issues.

* Document procedures and solutions for IT and end users in Fresh Service and maintain the knowledge base.

* Create and maintain CMDB within FreshService for all servers and infrastructure.

* Collaborate with other IT teams and departments to ensure alignment and integration of the IT services.

* Identify and recommend opportunities for service improvement and innovation.

* Promote the adherence to the IT standards, policies, and best practices.

* Lead and coordinate Software Validation for IT as required when new software is acquired or upgraded.

* Participate on Change Advisory Board (CAB) to discuss and document changes.

* SME on all manufacturing technologies including hardware and software configurations and use.

* Participate on cross functional project teams on issues, planning and execution for new applications, services or technology.

* Coordinate and/or lead QBR sessions with vendors for technologies that IT owns.

* Assist IT Director Operations & Security with tracking software licensing, usage, renewals and PR/PO creation.

* Support and participate in Security initiatives.

* Research/recommend PC hardware and software standards for end user computing and manufacturing technologies.

* Provide 3rd level support services to users of PCs, LANs, WAN's, network servers, printers and communication devices (i.e.

cell, PDA's, ACD software) as needed and escalated by peers.

* Keep abreast of new trends and emerging technologies in the PC and network industry, identifying and recommending opportunities to improve and enhance PC and LAN services.

* Keep asset information and assigned equipment updated in appropriate system.

* Diagnose and fix wireless networking issues.

Work with Manager, Service Operations and Security if there are problems with the wireless network.

* Administer and troubleshoot the VoIP telephone system and call center solution.

* Assist in specifying, configuring and adding new printers, and submit report requests to the leasing company for maintenance and repairs.

* Submit support requests to printer/copier leasing company for repairs or maintenance.

* Administer and Support CAD Programs.

* Administer Office 365, Active Directory, Exchange, SharePoint, OneDrive, Teams, BeyondTrust, Mimecast, and other end user technologies.

* Administer and Support Nicelabel and Zebra software.

* Must be able to travel domestically multiple times a year to other Ergotron locations and internationally (if needed) for up to a week at a time.

* Additional duties as requested.

Position Requirements (Knowledge and Experience): * Minimum of Seven (7) years experience with LAN connected PCs, networks and Manufacturing Execution Systems (MES) in a manufacturing environment * Experience with Nomuda Visual Factory, Hi-Pot testing systems, wireless RF guns is a plus.

* Advanced knowledge of latest PC and laptop hardware and software configuration and administration of LAN/WAN/WIFI environments, Ethernet, Windows, etc.

* Advanced knowledge of configuration and troubleshooting of client PC connectivity for Windows Server, LANs, Active Directory.

* Experience with configuration and application of TCP/IP, DHCP, DNS, and Certificates on devices * Experience with telecommunications systems including wireless, mobile devices, VOIP and Conferencing equipment such as Polycoms, Microsoft Surface Hubs and A/V equipment.

* Knowledge of Office 365 administration including users, groups, licensing, Exchange, SharePoint, Teams and OneDrive.

* Thorough knowledge of Office 365 applications, Anti-virus applications, and Exchange, Teams, SharePoint including client setup, configuration and troubleshooting.

* Experience with network backup procedures.

* 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 is required 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, FreshServices * Must be able to perform the physical requirements of the job as described to you for the position * Must be able to work independently with minimal supervision and also a team * Certifications in Azure, Windows, and Security practices are a plus Benefits: * Being able to solve complex problems within a passion-filled environment is rewarded by a comprehensive and competitive benefits package, allowing for work and life balance.

* At Ergotron, we are committed to moving you forward with leading benefits and reward programs.

Beyond a fast-paced, innovative work environment, we offer a comprehensive and competitive pay and benefits package, including but not limited to; medical, dental, vision, life, disability, tuition reimbursement, 401k with match, and an Employee Assistance Program (EAP). * We work hard and we recharge.

With five weeks of Paid Time Off (PTO), eleven paid holidays and summer hours 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.

ONE Core Values: * Continuous Improvement - Always design a better experience.

* Customer Obsessed - Our reputation rests with our customer's experience.

* Innovation - Unearth insights to think anew.

* Integrity - Do the right thing.

Treat others with respect.

* Openness - Open to ideas and feedback.

Act with transparency.

Trust one another.

* Ownership - Own your role and act when ownership is needed.

Salary Description $30.00 - $37.00 Hourly + Bonus