Sr. IT Field Technician

Role Summary

We are looking for a Senior IT Field Technician for our Troy, OH location. This role is responsible for the technical support of end users including handling Tier 1 and Tier 2 customer service requests. The Senior IT Field Technician develops and follows standard work documents for repeatable issues. The ideal candidate would be capable of working with Tier 3 support to identify opportunities and then assist in training other IT Technicians. Strong customer service skills are essential.

Our Story

Pella Corporation is proud to design and manufacture high-quality windows and doors that enrich the lives of our customers. While we are a leader in technology and product innovation, we are also privately held and focused on our people. At Pella, we want to help you find what makes you an extraordinary team member. That is why we offer stability, individualized talent development plans, cross-functional experiences, and opportunities for career advancement through personal and professional development.

Our national brand is supported by 8,500+ employees at 17 manufacturing sites and 90+ sales branches across the country who are dedicated to serving our customers with Pella Passion — a way of being that inspires us to go above and beyond for each other, our customers, and our communities. Pella Passion has guided our actions for over 95+ years and will carry us forward as we capture our rare blend of inspired design and exceptional detail in our work and our lives.

Here at Pella Corporation, we strive to create an environment that is both inclusive and diverse. We empower everyone to be extraordinary and share in your successes while encouraging you to be yourself. Please use this link to learn more about our commitment to diversity and culture.

Duties & Responsibilities

• Be the first line of troubleshooting issues and handling user requests.
• Provides onsite technical support:
  • Computer equipment
  • Integration with factory automation systems & miscellaneous technology systems.
  • Work closely with customers to roll out new systems and restore operation services
  • Some understanding of basic programing and the ability to dive into new technologies
• Additional Technical functions include:
  • Networking
  • Scanning Technology
  • Factory Automation
  • PC Fundamentals
  • Basic Programing
  • Work with outside Software vendors (PMC/GED/JMC)
  • Backup and restore computer hard drives
  • Installation of thin client hardware and software

Specifics (percentages represent guidelines only)

• 80% day-to-day support of existing environment – Tier 1 (call processing, standard work requests) and Tier 2 support (problem resolution)
• 10% personal development – planned development to support team objectives. This will include both broadening of areas supported, as well as developing deep knowledge in specific areas. Development plan should be managed in conjunction with manager.
• 10% documentation and support handoff – produce operational documentation to turn over to other IT technicians.
• Responsibilities outside of normal business hours – rotating support for some weekend work, off hours on-call support, and backup for 3rd shift coverage.

The ideal candidate will have:

• Two-year degree in a computer related field, plus 1+ year of equivalent experience in a technical role.
• Demonstrated leadership skills including managing and improving processes, demonstrating adaptability, applying technical/functional expertise, fostering open communication, creating customer loyalty, and practicing self-development.
• Certifications or licenses such as A+, Network+, MCP, and/or MCDST.

This job has no supervisory responsibilities.