Help Desk Analyst - Philadelphia, PA

About Dunmore International Corp:

Acquired by Steel Partners in February 2018 as part of the Diversified Industrial Segment, Dunmore manufactures innovative technical films for Aerospace, Automotive, Commercial Graphics, Packaging applications. Dunmore has deep expertise in novel coatings, films and multi-layer laminates based on 14,000 unique chemistries and constructions, and significant experience in handling foils, plastics and fabrics. As a trusted Industry partner for over 50 years, Dunmore collaborates with customers in high growth markets to design, develop and manufacture a range of highly engineered value-added product solutions. Dunmore clients include several Fortune 500 companies across 25+ countries and is a Gold Level Supplier to one of the world's largest aircraft manufacturers. Dunmore's mission is to delight its customers through technical innovation, high levels of service and open collaboration to solve difficult application problems.

NOTE: This is a PART-TIME position.

Summary

The On-Site Help Desk Technician is a is responsible for providing technical support and troubleshooting services to end-users who need assistance with their computer hardware, software, and other technology-related issues. This role requires working on-site to diagnose and resolve issues in person, ensuring minimal disruption to business operations.

Essential Duties and Responsibilities

• Technical Support: Provide hands-on support for desktop, laptop, and peripheral devices, including installation, configuration, and troubleshooting.
• Issue Resolution: Diagnose and resolve hardware, software, and network-related issues for end-users in a timely manner.
• Customer Service: Deliver excellent customer service, ensuring that all users are treated with respect and that their issues are resolved efficiently.
• Documentation: Maintain accurate records of all service requests, incidents, and actions taken in the help desk ticketing system.
• User Training: Assist in training end-users on the proper use of hardware, software, and other IT systems.
• System Maintenance: Perform routine maintenance tasks, such as updates, backups, and hardware checks to ensure optimal performance.
• Collaboration: Work closely with other IT team members to escalate and resolve complex issues.
• Inventory Management: Keep track of IT assets and manage inventory, including software licenses and hardware components.
• Security Compliance: Ensure all devices and systems comply with the company's security policies and protocols.
• Project Assistance: Assist with IT projects, such as system upgrades, migrations, and new hardware deployments.
• Other Duties as needed or required.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skill, and Abilities:

Technical Skills:

• Proficient in Windows and macOS operating systems.
• Experience with Microsoft Office 365 and other productivity software.
• Knowledge of networking principles (TCP/IP, DNS, DHCP).
• Familiarity with remote support tools and ticketing systems.

Soft Skills:

• Strong problem-solving abilities and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong organizational skills with the ability to prioritize effectively.

Education and Experience

• Education: Associate's degree in Information Technology, Computer Science, or a related field (Bachelor's degree preferred).
• Experience: 1-3 years of experience in a help desk or technical support role, preferably in an on-site capacity.
• Certifications: A+ Certification, Network+, or other relevant IT certifications are highly desirable.

Physical Demands - OFFICE / TRAVEL

• Standing/Sitting: 40/60%
• Walking/Bending/Stooping: 20%
• Lifting Requirements: 25 pounds
• Travel by air, rail, auto (5% of time)
• Work in manufacturing area, QA lab and office areas
• Exposures - Odors, Fumes, Noise, Chemicals, Temperature, Vision strain, Moving parts.

Dunmore International Corp. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Dunmore makes hiring decisions based solely on qualifications, merit, business needs at the time.