User Support Senior Technician

Shift 1 (United States of America)

As Senior User Support Technician at Coperion, you will play a vital part in ensuring smooth IT operations by providing exceptional technical support to end users across the organization. Your expertise will help uphold our commitment to making a difference through innovative solutions that empower our employees and support our mission to shape what matters for tomorrow. This position offers an opportunity to work in a dynamic environment where your technical skills and customer service mindset directly contribute to the success of our global operations.

What You’ll Do:

• Serve as the first point of contact for incident and problem resolution, effectively responding to all user requests and concerns within defined service level agreements, while explaining resolutions, answering questions, and providing professional guidance.

• Support employees experiencing technical issues involving hardware, software, peripherals, mobile devices, and network connectivity, diagnosing and resolving issues to ensure minimal disruption.

• Assist end users through diagnostic procedures to identify, resolve, or escalate errors, utilizing knowledge of hardware, software, and network troubleshooting techniques.

• Manage, log, and track detailed incident and service requests within the ticketing system, ensuring accurate documentation for data reporting and knowledge base updates.

• Maintain strong working relationships with supervisors and colleagues, fostering collaboration and effective communication across teams.

• Configure and deploy hardware devices including laptops, desktops, printers, and mobile devices, ensuring proper setup and functionality.

• Install and upgrade software applications, manage hardware procurement, and advise employees on available standard IT equipment to optimize operational efficiency.

• Support identity management functions utilizing Active Directory for new hires, terminations, and access controls, ensuring security and compliance with SOX protocols.

• Apply knowledge of wireless, networking, and server administration to support day-to-day operations.

• Monitor and implement basic IT security protocols, including virus protection, malware detection, and phishing safeguards, while recognizing incidents requiring escalation.

• Participate in IT projects, contribute to continuous improvement initiatives, and support video conferencing setup for meetings and events.

• Provide timely, white-glove service especially to executive management, supporting their technology needs with professionalism and urgency.

• Work independently on routine tasks with flexibility in working hours, including participation in an on-call support schedule as needed.

• Perform additional duties as directed by management, supporting the department's overall objectives and ensuring adherence to IT standards and protocols.

Team:

• This role supports the Information Technology team at Coperion, collaborating closely with various departments to ensure seamless technology operations and support. You will work under the guidance of IT leadership and will interact regularly with end users and vendors to facilitate issue resolution and solution deployment.

Basic Qualifications:

• Demonstrated support skills in an IT environment, with a focus on user assistance and troubleshooting.

• Excellent customer service skills, with a professional and approachable demeanor.

• Strong problem solving and diagnostic abilities to quickly resolve technical issues.

• Effective verbal and written communication skills for clear documentation and user interaction.

• Ability to maintain detailed and accurate incident records, and adapt to various technologies.

• Decision-making skills, actions/results orientated, with the ability to prioritize tasks effectively.

• Capacity to work under pressure in a fast-paced environment and handle multiple priorities simultaneously.

Preferred Qualifications:

• Minimum of 2 years’ experience in an IT technical support role supporting end user needs.

• Associate or Bachelor’s degree (B.S./B.A.) in Computer Science, Information Technology, or related field, or an equivalent combination of education and experience emphasizing IT support.

• Knowledge of identity management, active directory, and basic network and server administration.

• Familiarity with SOX compliance requirements and IT security best practices.

• Experience supporting video conferencing and remote support tools.

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Who we are: 

Coperion (www.coperion.com) is a global industry and technology leader in compounding and extrusion systems, size reduction, washing, separating, drying, agglomeration, feeding, weighing, material handling and pneumatic conveying systems, as well as milling, mixing, thermal processing, dust collection and other services. Coperion develops, produces, and services plants, machinery, and components for the plastics and plastics recycling, chemical, battery, minerals, food and pharmaceutical industries. Coperion employs more than 5,000 people in its three divisions, Performance Materials, Food, Health & Nutrition, and Aftermarket Sales & Service - at over 50 sales and service locations worldwide. Coperion is an Operating Company of Hillenbrand. www.hillenbrand.com 

Hillenbrand is a global industrial company that provides highly-engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders. To learn more, visit: www.Hillenbrand.com.

EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status.  Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities.  If you need a reasonable accommodation to assist with your job search or application for employment, email us at recruitingaccommodations@hillenbrand.com .  In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.  At Hillenbrand, everyone is welcome to apply and "Shape What Matters for Tomorrow".