Job Description
IT Helpdesk Technician
Ingrasys is a global leader in advanced technology and manufacturing, specializing in
cutting-edge cloud infrastructure and AI computing solutions. As a subsidiary of Foxconn
Technology Group, we're at the forefront of driving industry innovation through intelligent
systems and high-performance computing. We are seeking a customer-focused and
technically proficient IT Helpdesk Technician to join our team. This role is essential for
providing crucial first-line technical support to our employees, ensuring smooth
operations across our office and advanced manufacturing environments.
Job Summary:
The IT Helpdesk Technician will be the first point of contact for all IT-related issues,
providing prompt, courteous, and effective technical support to internal users. You'll be
responsible for diagnosing and resolving hardware, software, and network problems,
escalating complex issues when necessary. Your role is vital in maintaining user
productivity and ensuring our IT services align with Ingrasys' operational needs and global
IT standards.
Key Responsibilities:
• First-Line Technical Support: Provide timely and effective first-line technical
support to end-users via phone, email, and in-person for hardware, software, and
network issues.
• Troubleshooting & Resolution: Diagnose and resolve common IT problems,
including desktop/laptop issues, printer malfunctions, software application errors,
and basic network connectivity problems.
• System & Application Support: Assist users with common operating system
issues (Windows, macOS), Microsoft Office Suite, and other business-critical
applications utilized in both office and advanced manufacturing settings.
• User Account Management: Create, modify, and troubleshoot user accounts and
permissions within Active Directory and other relevant systems.
• Hardware & Software Deployment: Assist with the setup, configuration, and
deployment of new computers, peripherals, and software, ensuring adherence to
company standards.
• Documentation & Knowledge Base: Accurately log all support requests, actions
taken, and resolutions in the ticketing system. Contribute to and maintain IT
knowledge base articles and troubleshooting guides for common issues.
• Escalation & Collaboration: Identify and escalate more complex or critical issues
to senior IT staff or specialized teams (e.g., System Administrators, Network
Engineers) when necessary, ensuring proper handover and diligent follow-up until
resolution.
• IT Standards Adherence: Ensure all support activities and solutions comply with
established Ingrasys global IT policies, procedures, and security best practices.
• Customer Service Excellence: Provide consistent and excellent customer service,
maintaining a positive and helpful attitude while guiding users through technical
solutions and ensuring a positive user experience.
Qualifications:
• Associate's degree in Information Technology, Computer Science, or a related field,
or equivalent practical experience and certifications (e.g., CompTIA A+, Network+).
• 2+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support
role in a professional environment, preferably within manufacturing, industrial, or a
high-tech sector.
• Strong troubleshooting skills for common hardware (laptops, desktops, printers,
mobile devices) and software issues
• Familiarity with Active Directory for user and computer management, including
password resets and group policy basics.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi
connectivity, VPN).
• Excellent verbal and written communication skills, with the ability to explain
technical concepts clearly and patiently to non-technical users.
• Strong interpersonal skills and a highly customer-service oriented approach.
• Ability to prioritize tasks, manage multiple requests efficiently, and work effectively
under pressure.
• Self-motivated with a strong desire to learn and adapt to new technologies and
processes.
• Bilingual proficiency in Mandarin and English is required.
Foxconn Assembly, LLC is an Equal Opportunity Employer (EOE). All qualified candidates will receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or marital status in accordance with applicable federal, state and local laws. Foxconn Assembly, LLC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Job Tags
Full time, Work at office, Local area,