End User Technical Support

First Quality was founded in 1989 and has grown to be a global privately held company with over 4,000 employees. Its corporate offices are located in Great Neck, New York, with manufacturing facilities and offices in Pennsylvania, South Carolina, Georgia, and Canada. First Quality is a diversified family of companies manufacturing consumer products ranging from Absorbent Hygiene (adult incontinence, feminine care, and baby care), Tissue (bath and towel), and Industrial (print and packaging materials), serving institutional and retail markets throughout the world. First Quality focuses on private label and branded product lines.

We are seeking an End User Technical Support for our First Quality Tissue located in Lock Haven, PA.

Job Responsibilities:

• Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems.

• Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops.

• Providing one-on-one assistance to the end user regarding the technical flaw, either by phone, emails, or in person.

• Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.

• Coordinating with the third party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same.

• Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Divisional, local, enterprise incident management support.

• Collaborate with Service Desk Lead\Divisional IT Leads\Information Security\First Quality Businesses.

• Assist in change management efforts.

• Provide feedback to services and capabilities provided by IT.

• Responsible for customer satisfaction, service level objectives and IT improvement plans.

• Occasional travel to other First Quality locations required

The ideal candidate should possess the following:

• Bachelor’s degree in computer science, related field or equivalent experience.

• Strong problem solving and decision-making skills with excellent written and verbal communications skills.

• Fluent in English

• Leadership skills and a general knowledge of all IT disciplines and technology platforms are preferred.

First Quality is committed to protecting information under the care of First Quality Enterprises commensurate with leading industry standards and applicable regulations. As such, First Quality provides at least annual training regarding data privacy and security to employees who, as a result of their role specifications, may come in to contact with sensitive data.

First Quality is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identification, or protected Veteran status.

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