General Description: This is a full-time position. This position is responsible for resolving software application and handheld device integration issues. The User Support Technician must be highly familiarized with the system's infrastructure and interface to immediately diagnose issues and identify maintenance required to prevent the reoccurrence of downtimes and delays. A User Support Technician must have excellent organizational and communication skills, especially in navigating computer tools and applications to create support tickets and fix the users’ issues efficiently.

 This position starts at $20.00/hr. DOE

Knowledge, skills, and abilities required:

• Must have the ability to perform accurate work with a strong attention to detail.
• Expected to have the ability to perform accurate record keeping and data entry skills, advanced typing, and computer skills, and have excellent communication skills both verbal and in writing.
• Must have the ability to effectively communicate competently with IT Director and escalate any technical issues, roadblocks, or project risks to the IT Director.
• Must have the ability to communicate with end users of all levels of technological ability in a professional and helpful manner.
• Identify, manage, and resolve issues in a timely manner.
• Demonstrable familiarity and comfort with standard hardware and software troubleshooting techniques and logical problem solving of technological issues.
• Demonstrable familiarity and comfort working on standard network peripherals (i.e. printers, scanners, tablets, handheld devices, etc.).
• Experience with standard project management/software development lifecycle tools like Jira, Trello, and Microsoft Planner is desired.
• Experience with Enterprise Resource Planning (ERP) solutions is a plus.
• Strong interpersonal skills and patience.
• Organizational, problem solving, and time-management skills.
• The ability to work independently and without direct supervision on a regular basis is critical.
• The ability to “shift gears” at a moment’s notice with a professional demeanor.
  
  

Essential Functions and Responsibilities include but are not limited to:

• Dependability: is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback for improved performance.
• Following MRH procedures and protocols.
• Assists employees in day-to-day software functionality and efficiency.
• Provides IT support for desktops, printers, scanners and peripherals, tablets, and cellular devices.
• Educate clients on procedures for resolving or preventing recurrence of a technical problem.
• Installs and upgrades hardware, cables, operating systems and/or appropriate software.
• Willingness to learn and perform new procedures, equipment, and technologies.
• Coordinate software releases, hardware implementations and changes, and resource roadmaps with IT Department and MRH Production Teams.
• Other duties as assigned 

Physical Requirements:

• Lifting up to 50 pounds or more
• Pushing a mobile cart
• Working in a fast-paced environment
• Exposure to herb dust and strong aromatics
• Eyesight to see the screen and read small fonts and numbers for an extended period of time.
• Dexterity to hook up fine wiring and plug-ns.
• Sitting for long periods at a computer station
• Associated bending, stooping, twisting, and moving around perform tasks.
  
  

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