IT Service Desk Engineer

Position Summary:

The IT Service Desk Engineer position plays a critical role in ensuring the stable and efficient operation of our servers and network environment across the Klamath Falls offices and other business locations. This position supports SWISS KRONO Group’s vision to become a global leader in circular materials for living spaces by enabling innovation and business continuity through modern IT solutions.

Purpose of the job is to set up and maintain local data centers with support from global IT teams and to maintain a reliable, secure and efficient data communications network. Deploy, configure, maintain, and monitor all active servers and network components to ensure smooth operations. Maintain all servers, hardware, and monitor resources as needed to ensure a stable infrastructure for all users.

This role involves providing technical support to end users, managing IT infrastructure, and collaborating with global IT teams to fulfill infrastructure and security standards. The employee will also contribute to IT projects and act as a key liaison between local operations and global IT initiatives.

Duties/Responsibilities:

• Provide technical support for end users using established communication channels resolving issues related to server and network infrastructure.

• Ensure that various components (hardware, software, networks) work together seamlessly.

• Manage and monitor IT infrastructure including servers, network equipment, laptops, terminals, and production support systems.

• Integrate security measures into the IT infrastructure, including firewalls, antivirus software, and encryption, to protect against cyber threats in close alignment with the Information Security Officer.

• Install and integrate new server hardware, applications, and periodic software / OS updates

• Monitor network performance (availability, utilization, throughput, and latency) and test for weaknesses

• Maintain and minimize outages caused by Network and Server failures. Proactively create, report, and set triggers for outages to alert IT immediately and minimize downtime

• Work with Global IT to resolve DarkTrace security reports and patch all vulnerabilities.

• Implement, configure, and maintain software related to IT device management.

• Administer user accounts, including registration, deletion, permission changes, and vendor access.

• Maintain technical documentation and report efforts and results using the JIRA ticket system.

• Set up user accounts, permissions, and passwords.

• Dispatch tickets to appropriate support levels and ensure timely resolution.

• Collaborate with the global IT Service Desk and participate in Group IT projects.

• Assist in enterprise software patching and upgrades.

• On-site attendance is essential to effectively perform the listed duties.

Required Skills and Abilities:

• Strong communication and interpersonal skills; able to interact effectively with users and external technical support.

• Excellent analytical and troubleshooting skills with a creative approach to problem-solving.

• Experience in setting up Virtual Machines and maintaining DELL VX Rail systems preferred.

• Understanding of DHCP, DNS, TCP/IP, and Active Directory.

• Ability to prioritize tasks using a ticket management system.

• Proficient in Microsoft 365 and Windows 10/11; familiarity with Windows Server OS preferred.

• Basic knowledge of VOIP systems (Mitel preferred).

• Ability to work independently and manage complex task packages from design to implementation.

• Ability to mentor junior-level employees and lead smaller projects.

Education and Experience:

• Bachelor’s degree in computer technologies or equivalent experience/certifications.

• 3–10 years of professional IT experience, preferably in a multi-location environment.

• Experience supporting and troubleshooting Microsoft Windows operating systems (MS-10982).

• Familiarity with diagnostic and monitoring tools (e.g., PowerShell, Event Viewer).

• Cisco Certified Network Associate (CCNA) certification preferred.

• Experience with ITIL-based ticketing systems.

• Experience supporting office and factory IT equipment (PCs, notebooks, printers, terminals, mobile phones, barcode scanners).

• Understanding information security requirements.

Environmental Conditions:

May be exposed to dust, noise, trip hazards, and variable weather and temperatures. 

Required Personal Protective Equipment:

Individuals must be willing to wear the required Personal Protective Equipment (PPE) at all times. Positions may require additional PPE at specific times. Examples of PPE which may be required include high visibility garments, hand protection, eye protection, hearing protection, a hard hat, foot protection, a face shield, and/or a respirator.

EEO:

Swiss Krono OR is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.