WHY CHOOSE TO JOIN THE FDC FAMILY?

  • Established, family-owned, and growing company.
  • A top leader in graphic film distribution.
  • Comfortable dress code.
  • Education reimbursement.
  • 401(k) / Insurance: medical, dental, vision, life, AD&D, short-term and long-term disability, accident, and critical illness.

DEPARTMENT: Information Technology (IT)
REPORTS TO: VP of Information Technology (IT)
DIRECT REPORTS: None
OPEN POSITION(S): One (1)

JOB DESCRIPTION – As an IT Generalist, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will respond to queries, run diagnostic programs, isolate and resolve problems and determine and implement solutions. You will ensure that our computer systems allow FDC to meet the Customer’s expectations and FDC’s standards for on-time, complete, and error-free orders.

ESSENTIAL JOB FUNCTIONS & EXPECTED OUTCOMES

A. Provide Technical Assistance and Support:  40 % of the Job

  1. Monitor and respond to requests for assistance regarding computer hardware, software, and systems, ensuring the operation is consistently maximizing system uptime.
    • Ask educated questions regarding issues to perform root cause analysis.
    • Work through problem-solving processes with internal and external clients to resolve issues.
    • Run diagnostics as needed to resolve problems.
  2. Support clients and technical equipment in conference rooms.
  3. Troubleshoot and repair computer equipment within the facility efficiently and during appropriate times to minimize operational downtime.
    • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to clients to ease troubleshooting.
  4. Prioritize daily tasks and projects along with unforeseen challenges to ensure all necessary and committed tasks are complete, on time, and error-free (OCE).
  5. Follow all organizational 5S and safety programs, as well as identify general safety issues, to ensure team compliance and a safe, clean, and organized work environment.
    • Ensure the computer area and all system work areas comply with all 5S guidelines, including computer project areas.
  6. Maintain positive relationships and interfaces with a variety of personnel throughout the company to provide optimal support.
  7. Create accounts and set up new users.
    • Train new employees on FDC systems and protocols.
  8. Support the following systems:
    • ERP, email, telephone, security, remote access (VPN), web-based software solutions, hardware (computers, printers, servers, routers, network switches, etc.).

B. Project Management:  40% of the Job

  1. Assess FDC’s technology needs (SWOT Analysis).
    • Hardware, software, telephone systems, etc.
  2. Analyze and recommend technology enhancements and solutions.
    • Prioritize recommendations based on identified gaps.
  3. Plan projects, including hardware, software, timeline, and budget.
    • Design structure needed.
    • Lead project implementation, including outsourcing vendors when needed.
    • Monitor outcomes to ensure the achievement of goals.

C. Management & Maintenance of Computer Standard Operating Procedures & Equipment Manuals:  5% of the Job

  1. Manage and monitor internal assets to ensure accurate inventory.
  2. Document internal procedures.
  3. Create training manuals and materials, with detailed step-by-step instructions, including screenshots where necessary.

D. Teamwork & Mentoring:  5% of the Job

  1. Uses strengths and skills to mentor/assist others in a growing team atmosphere and to meet or exceed delivery dates and customer expectations.

E. Other Areas of Responsibility (Non-Essential Functions):  5% of the Job

  1. Supports leaders and other team areas as needed to create work enhancements and meet overall team goals.
The job criteria may include other duties, responsibilities, and activities, which may change or be assigned at any time with or without notice.

REQUIREMENTS

  • Education: BS or BA in IT, computer science, or related field preferred.
  • Experience: Proven experience as a Help Desk Technician or another IT-related role. Experience with Windows, Mac, Google, and Office 365. Experience with client PC connectivity (ethernet, TCP/IP, and VPN). Experience with Mac and PC hardware, including printers, scanners, computer peripherals, mobile devices (iOS and Android), SCO Unix, Redhat Linux, VMWare, SQL, Power BI, Salesforce, and Zendesk.
  • Certification(s): ComptTIA A+, Network+, Security+, or equivalent.
  • Functional Skills: Ability to diagnose and resolve basic computer/technical issues. Excellent communication skills. Ability to communicate technical information, both verbal and written, to a wide range of users.  Keen attention to detail, the memory of patterns, and interest in problem-solving.
  • Driving: Must have a valid driver’s license and clean driving record.
  • Technology Aptitude/Skills: Solid PC skills, experience with Microsoft Office 365, Server 2016, Meraki Cisco routers, switches, WAP, Nortel BCM phone systems, and maintenance software. Ability to support Mac, printers (laser, dot matrix, and barcode), fax machines, copiers, etc.
  • Language Skills: Basic reading, writing, and verbal English communication skills.
  • Leadership/Behaviors: Strong work ethic and values, focused on the customer and quality, and accuracy with the flexibility to move to priorities throughout the operation areas, following all safety requirements.

EQUIPMENT USED

  • This role occasionally uses hand tools, tape measure, and a ladder.
  • This role uses office equipment, such as PCs, scanners, phones, and fax machines as well.

PHYSICAL REQUIREMENTS TO PERFORM ESSENTIAL FUNCTIONS

  • Ability to stand for up to 7+ hours or more in one session.
  • Ability to use hands and fingers to grasp, twist and work with the material, and operate machinery, and other tools/equipment in a safe and precise way for 7+ hours per day.
  • Ability to lift up to 75 lbs frequently using safe lifting practices.
  • Ability to visually read fine or small print, computer screens, and hand-held equipment frequently.
  • Ability to visually perceive color and distinguish between similar colors.
  • Cognitive and reasoning ability to review procedures, compare products and specifications, and follow guidelines frequently.
  • Ability to listen to vendors/others, problem-solve, and respond accordingly throughout the day.
  • Ability to bend, reach, kneel, squat, twist, push, pull, walk, stoop, crouch, climb and carry items frequently.
  • Ability to respond and be flexible to changing work demands as needed.

ENVIRONMENTAL CONDITIONS

  • The employee is primarily exposed to an environment with moderate to loud noise.
  • The employee is occasionally required to wear suitable Personal Protective Equipment.
  • The employee will frequently be exposed to moving mechanical parts.
  • The temperature of the facility may fluctuate.

TRAVEL

  • Occasional travel.

ABOUT FDC

  • FDC Graphic Films is a leading national supplier of adhesive-backed films and digital print media sold through distribution in the US and Canada.
  • Two distribution locations: South Bend, Indiana, and Reno, Nevada.
  • Known for extensive product selection, reliability, and speed of delivery.
  • Key brand partners include 3M, Lumina® by FDC, ASLAN, and Nekoosa.

To apply for this job please visit fdcgraphicfilms.formstack.com.