Help Desk Technician

Position Overview:

 Solid Power is seeking an information technology support specialist (Help Desk Tech I) to perform analytical, technical, and administrative work. This involves the planning and installation of new and existing personal devices and workstations; diagnosing and resolving problems in response to customer-reported incidents; training end-users in the use of equipment and software; performing general maintenance tasks and resolving issues.

This position typically demonstrates advanced knowledge of principles, practices, and procedures of a particular field of specialization and complete complex assignments. The Help Desk Technician will help establish a shared vision and take responsibility for the achievement of team goals, and provide direction for appropriate implementation of plans; present ideas, concepts, and instructions in a transparent manner

Job Duties:

• Serve as the subject matter expert or primary point of contact to end-users for escalated incidents.
• Analyze and resolve complex end-user escalation incidents or issues from other IT support staff. 
• Provide advanced troubleshooting principles, practices, and procedures.
• Participate in the development of effective processes and procedures.
• Communicate and translate technical information to non-technical end-users; maintain communication and monitor incidents through resolution.
• Implement security policies and protocols.
• Establish resources such as knowledge-base articles and white papers to resolve routine user issues.
• Create, track, and maintain reports and provide updates to management.
• May participate in and provide information for the strategic planning process.
• May monitor infrastructure issues and resolve or escalate to higher levels of support.
• May assist with installing, configuring, and supporting servers, networks, and infrastructure.

Qualifications/Requirements:

• Associate's Degree or higher, or an equivalent combination of education and experience, 3+ years related experience.
• In-depth, hands-on technical skills in Office 365, user account management, and front-end applications management.
• 3+ years of troubleshooting of MS Windows, Apple IOS, Android devices, MFD printers, MS Office Suite, and essential network connectivity management experience is required.
• 3+ Years of experience in analyzing, installing, configuring, enhancing, and maintaining front-end software, administration of file shares, and user permissions.
• Knowledge of ITIL framework and best practices.
• Experience in support of manufacturing applications and understanding of operations technology is a plus (SCADA, MES, PLC, controllers, or similar).
• Effective written and verbal communication.

Salary Range: $45,000 - $65,000/year

Benefits: Solid Power offers a comprehensive benefit package that includes medical/dental/vision insurance, employer paid Life/AD&D/STD/LTD insurance, 401k with company match, paid holidays, Unlimited PTO, cell phone reimbursement and eligibility in our equity and bonus plans.

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