About UFP Technologies:
UFP Technologies is a designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. UFP is an important link in the medical device supply chain and a valued outsource partner to most of the top medical device manufacturers in the world. The Company’s single-use and single-patient devices and components are used in a wide range of medical devices and packaging for minimally invasive surgery, infection prevention, wound care, wearables, orthopedic soft goods, and orthopedic implants.

HELPDESK TECHNICIAN SUMMARY:

The Helpdesk Technician will be responsible for supervising the helpdesk system on a daily basis by addressing issues as they are received. Interacts with employees to troubleshoot and resolve IT-related complications while providing excellent customer service and communication. Supports Active Directory and Office 365.

Helpdesk Technician Essential Duties and Responsibilities:

• Establishes and maintains a working knowledge of the system’s screens, navigation, procedures, and processing requirements.
• Supervises the day-to-day operations of the helpdesk system.
• Fields incoming requests; acts as a dispatcher, escalating calls where appropriate and coordinating timely resolutions to users’ problems.
• Assists with handling 1st tier issues, answering users’ inquiries regarding computer software and hardware operation to resolve problems.
• Installs and troubleshoots desktop hardware, printers, phones, etc.
• Installs and troubleshoots Windows 10 / 11 Operating Systems including installing desktop applications.
• Communicates clearly any technical solutions in a user-friendly, professional manner.
• Performs consistent follow-up with users to ensure complete resolution and user satisfaction.
• Creates and manages user security in Active Directory and business applications.
• Performs all other duties as assigned or needed.

Helpdesk Technician Qualification Requirements:

• High School diploma, or general education degree (GED), and
• 1 - 2 years’ experience supporting Windows 10 / 11, including software and driver installation preferred.
• Working knowledge of Active Directory needed. Must have experience creating and modifying users.
• Experience in a customer service environment required.
• Must have a solid understanding of network protocols (i.e. DNS, DHCP, and TCPIP).
• Must have a working knowledge of network hardware such as switches, firewalls, access points, etc.
• Experience/familiarity with the following desired:
• Switches and routers (preferably Cisco)
• A+, Network+, or Security+ certifications

• Establishes and maintains a working knowledge of the system’s screens, navigation, procedures, and processing requirements.
• Supervises the day-to-day operations of the helpdesk system.
• Fields incoming requests; acts as a dispatcher, escalating calls where appropriate and coordinating timely resolutions to users’ problems.
• Assists with handling 1st tier issues, answering users’ inquiries regarding computer software and hardware operation to resolve problems.
• Installs and troubleshoots desktop hardware, printers, phones, etc.
• Installs and troubleshoots Windows 10 / 11 Operating Systems including installing desktop applications.
• Communicates clearly any technical solutions in a user-friendly, professional manner.
• Performs consistent follow-up with users to ensure complete resolution and user satisfaction.
• Creates and manages user security in Active Directory and business applications.
• Performs all other duties as assigned or needed