Help Desk Assistant

COMFORT FOR THE WORLD
We believe in good sleep as a necessity. When people sleep well, they are healthier, smarter, stronger. As a leading industry expert, the focus of Sinomax is to provide millions of comfort solutions to people around the world.  Sinomax carries an unwavering determination to deliver products that dramatically enhance comfort and well-being through the production, supply, and distribution of our quality sleep and comfort products. In doing so, we help to make the world a better place.

Summary/Objective 
we are seeking someone to fill our Help Desk position. This will be a short term and will last about three month. 
The Help Desk Level I position acts as primary interface to the computing services customers that are supported by the information technology and resources department to effect real time problem analysis and resolutions. 

Essential Functions

• Works directly with users to provide services and help resolve computing problems.
• Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Provides technical leadership and training for lower level technical support analysts.
• Receives requests for computer technical assistance and problem resolution from company employees.
• Collects detailed information to categorize request to determine method of resolution.
• Exercises sound professional judgment in analysis of problem to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Performs level I system administration function at the discretion of the Director.
• Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation.
• Works directly with Manufacturing and Operation vendors to support 3 rd party computing equipment. 
• Technical Capacity.
• Customer/Client Focus.
• Problem Solving/Analysis.
• Time Management.

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time position, and regular hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend work may be required as job duties demand.

Travel

Some local travel is expected for this position.

Required Education and Experience

• High school diploma or equivalent (GED).
• Thorough knowledge of desktop and business/technical support systems.
• Three years of experience in computer technology or computer services in a manufacturing.
• Manufacturing and shop floor experience a must. 

Preferred Education and Experience

• Help Desk experience, such as support calls, remote support and desktop support. 
• Light network experience, such as basic understanding of TCP/IP, switching, and routing. 
• Three to five years of concentrated experience in computer technology or computer services.
• Zebra label printers support and maintenance experience, preferred/ desired
• ERP experience is ok.

Additional Eligibility Qualifications

None for this position.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

COMFORT FOR THE WORLD
We believe in good sleep as a necessity. When people sleep well, they are healthier, smarter, stronger. As a leading industry expert, the focus of Sinomax is to provide millions of comfort solutions to people around the world.  Sinomax carries an unwavering determination to deliver products that dramatically enhance comfort and well-being through the production, supply, and distribution of our quality sleep and comfort products. In doing so, we help to make the world a better place. Summary/Objective 
we are seeking someone to fill our Help Desk position. This will be a short term and will last about three month. 
The Help Desk Level I position acts as primary interface to the computing services customers that are supported by the information technology and resources department to effect real time problem analysis and resolutions.  Essential Functions

Works directly with users to provide services and help resolve computing problems.

Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns.

Provides technical leadership and training for lower level technical support analysts.

Receives requests for computer technical assistance and problem resolution from company employees.

Collects detailed information to categorize request to determine method of resolution.

Exercises sound professional judgment in analysis of problem to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.

Performs level I system administration function at the discretion of the Director.

Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation.

Works directly with Manufacturing and Operation vendors to support 3 rd party computing equipment. 

Competencies

Technical Capacity.

Collaboration Skills.

Customer/Client Focus.

Problem Solving/Analysis.

Time Management.

Work Environment This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Position Type and Expected Hours of Work This is a full-time position, and regular hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend work may be required as job duties demand. Travel Some local travel is expected for this position. Required Education and Experience

High school diploma or equivalent (GED).

Thorough knowledge of desktop and business/technical support systems.

Three years of experience in computer technology or computer services in a manufacturing.

Manufacturing and shop floor experience a must. 

Preferred Education and Experience

Help Desk experience, such as support calls, remote support and desktop support. 

Light network experience, such as basic understanding of TCP/IP, switching, and routing. 

Three to five years of concentrated experience in computer technology or computer services.

Zebra label printers support and maintenance experience, preferred/ desired

ERP experience is ok.

Additional Eligibility Qualifications None for this position. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Background checks and pre-employment drug tests will be conducted.

Sinomax USA, Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Sinomax employs employees. In addition, Sinomax USA., Inc. will provide applicants who require a reasonable accommodation, because of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Sinomax USA, Inc. Applicants who require such accommodation should contact Sinomax USA’s recruiter at

Brittany.williams@sinomax-usa.com