IDEX Senior Desktop Support Technician in Mansfield, Ohio

Title: Senior Desktop Support Technician

Business Unit: Warren Rupp


800 North Main St.

Mansfield, Ohio, 44901-1568

United States

Function: Information Technology


Summary Manages all desktop/laptop computers and peripherals in an internal and external (Remote) user environment. Manages and is responsible for network user, file, and application security. Direct Help Desk operations to ensure service levels are exceeded. Provide high level of technical trouble shooting and problem solving to include all areas of the operational systems and network.Train internal customers for the most efficient use of the company hardware and software.

Major Tasks, Responsibilities and Experience:

  • Recommend, configure, install, and repair all desktop/laptop computers and al related peripherals.

  • Manages network access security, maintenance, account resolution, and ownership tracking of network directories and software applications to maintain SOX compliance.

  • Recommend, configure, install and repair specialized software applications as required by user base.

  • Directs Help Desk operations to ensure service levels are exceeded.Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, LAN/WAN and other computer-related technologies.

  • Assists and supports Remote Network Administrator and provides backup as needed

  • Partners with Corp I.T. to rollout new initiatives and be the demo site for implementations

  • Develops and maintains user training manuals and procedures. Provides onsite and remote training on pertinent software and systems.

Other Responsibilities:

  • Participates in CPI activities.

  • Collects data for predetermined metrics.

  • Participates in cross training.

  • Applies 6S in area.

  • All other duties as assigned. Process Metrics:

  • Response cycle time (D).

  • Hardware maintenance (M).

  • Expense control (W).

  • Project completion cycle time (M).

  • Equipment downtime (M).


  • Approachability

  • Functional/Technical skills

  • Problem solving skills

  • Customer Focus

  • Standing Alone

  • Comfort around all levels of organization

  • Informing

  • Listening

  • Patience

  • Planning

  • Priority Setting

  • Managing Thru Systems

  • Composure



  • Associate’s degree or equivalent from two-year college or technical school; or five years related experience and/or training; or equivalent combination of education and experienceExperience:

  • Experience in Windows 7 required

  • Experience with Dell client hardware required

  • Experience with Active Directory required

  • Experience in Windows 10 preferred

  • Experience with SharePoint Online preferred

  • Experience working with JDEdwards operating system preferred

  • Experience with Voice over Internet Protocol (VOIP) preferredSpecific skills, knowledge, and/or licenses:

  • A+ at , MCSE or MCP at Certifications a plus

  • Thinks independently, shows initiative, anticipates and prevents problems

  • Mechanical aptitude and mental/physical/visual acuity, ability to do long-term repetitive work

  • Excellent analytical and interpersonal skills

  • Ability to handle multiple projects and bring to a timely conclusion

  • Effective written and verbal communication skills Working Conditions:

  • Must be able to lift up to 50 pounds

  • Must be able to stand for long periods

IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled

REQ ID: 1629