Founded in 1961, IMMI is a global leader in safety systems, serving more than eleven markets across numerous countries. Headquartered in Westfield, Indiana, IMMI is proud to be an employee-owned (ESOP) company where team members are empowered to think like owners, contribute meaningfully, and help shape the company’s long-term success. As we continue to grow, we’re looking for talented individuals who want to make an impact, build their careers, and grow alongside the business.
Position Overview
We are seeking a highly motivated and detail-oriented
IT Help Deck Technician who provides front-line technical support to IMMI team members globally, ensuring reliable access to IT systems and services. This role works closely with the Senior Help Desk Administrator to maintain hardware, software, and networks, while delivering excellent customer service and technical expertise.
RESPONSIBILITES
- Serve as the first point of contact for end users, providing support on IT networks, hardware, software, and related equipment.
- Respond to and resolve Help Desk tickets and assigned projects promptly, ensuring adherence to the Help Desk Service Level Agreement (SLA).
- Record, track, and document the progress of Help Desk tickets from initial submission until final resolution.
- Complete regular system maintenance on both local and remote IT equipment, including PC and software upgrades.
- Problem tracking and resolution with local IT infrastructure support vendors (e.g., ISPs, support agencies, etc.).
- Create and maintain documentation of certain IT systems, support procedures, and user guides.
- Monitor and test system performance as needed; prepare and deliver system performance statistics and reports as needed.
- Completion of PC imaging and PC deployment for IMMI’s global network of computer users.
- Assist in developing standards and processes to support and facilitate IT projects and initiatives.
- Collaborate on IT projects across other IMMI locations as directed by the Senior Help Desk Administrator.
- Provide occasional after-hours and on-call support for critical IT issues, system outages, or global business needs as part of a rotating schedule within the IT team.
Required Skills And Qualifications
- Associate’s degree or higher, preferably in an IT-related field.
- Minimum of 2 years of experience in a Help Desk role or technical support role.
- Strong independent problem-solving and analytical skills.
- Exceptional attention to detail and ability to manage multiple tasks simultaneously
- Strong written and oral communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Superior customer service skills; demonstrating patience, professionalism, and responsiveness
- Proficiency in Microsoft Windows operating systems and OS troubleshooting techniques.
- Ability to provide phone-based support to IMMI’s global network of remote users and locations.
- Ability to understand and follow established IT processes and documentation standards.
- Ability to record, track, and document Help Desk ticket activity from initiation through resolution.
Preferred
- Knowledge of barcode scanners, label/LaserJet printers, IoT devices, and troubleshooting techniques.
- Knowledge of networking fundamentals, wireless technology, and computer hardware fundamentals.
- Knowledge of manufacturing principles & concepts.
- Industry-recognized IT certifications such as CompTIA A+, Network+, or equivalent credentials demonstrating technical proficiency.
REPORTING STRUCTURE
Reports to: Global IT Service Manager
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Ability to occasionally lift and carry up to 50 pounds as required by job duties.
- Strong listening skills and the ability to speak clearly and effectively.
- Ability to perform focused work with close attention to detail.
WORKING CONDITIONS/ENVIRONMENT
- This work is deadline-oriented, requires multitasking, shifting priorities, fluctuating work schedules, and flexibility within the workday.
- Requires the ability for close vision, distance vision, and depth perception.
- This work takes place primarily in an office environment with occasional time spent in production areas, labs, data closets/server rooms, and warehouse environments.
- When in the warehouse and production, this position requires working with dirt/dust and noise. A variety of proper PPE is required to provide a safe working environment.
- Frequent use of a computer and other office equipment is necessary. Requires working and interacting with others in person, by phone, electronically, and in written correspondence, as well as listening effectively, communicating, maintaining attention to detail, and performing focused work.
- Remote work options may be available depending on project requirements and organization policy.
- This role requires collaboration with global team members across different time zones, which may occasionally impact working hours.
LIMITS OF AUTHORITY
This Position Does Not Have The Authority To
- Acquire or dispose of any capital asset of the organization.
- Make any corporate loan or sign any promissory notes on behalf of the organization.
- Sign any contract obligating the organization.
- Engage personally in other business activities on behalf of the organization.
- Sign any checks for the organization or related companies.
- Lateral and other relationships include: Customer Service, Account Management, Product Engineering, Planners, Accounts Receivable and Quality.
DATA PROTECTION
This role has been assessed as having the Accountability Level (below) indicated exposure to European individuals’ personal data, as defined by the General Data Protection Regulation (GDPR). This also relates to the IT access authorized to the role holder. Therefore, the role holder is responsible for the protection, access, sharing, and decision-making related to this personal data. Any misuse of personal data including unauthorized sharing, selling or theft, could lead to disciplinary action.
ACCOUNTABILITY LEVEL
Personal Data Exposure GDPR
Non-Sensitive/Low ☐ Sensitive/Medium ☐ Sensitive/High ☒
LOCATION
- Based in Westfield, IN. Hybrid and remote work options are available in accordance with the organization's policy.
- Travel may be required (International if necessary)
Benefits
- Team Member Ownership/ESOP
- Healthcare, vision, dental options
- Company paid Short and Long Term Disability
- Ten (10) paid holidays
- Four (4) IMMI Serves volunteer days per year.
- Onsite Health and Wellness Center
- Generous Paid Time Off
- Bonus Opportunities
- 401k
- Tuition Assistance
