Location: Tulsa, OK (On-Site)
Department: IT Service Operations
Status: Full-Time
This role provides hands-on hardware and software support for the Tulsa manufacturing site while serving as a remote Service Desk resource for company-wide operations within the Central Time Zone. Responsibilities include maintaining the local desktop environment, resolving technical incidents, and installing hardware solutions to ensure production and corporate goals are met.
Service Desk: Act as a primary point of contact for company-wide users on issues related to hardware, software, and telecommunications. Answer and triage incoming calls, providing first-call resolution or escalating to specialized functional areas.
On-Site Hardware Support: Troubleshoot, repair, and deploy desktops, laptops, printers, and peripheral equipment specifically for the Tulsa facility.
Incident Tracking: Document and monitor the progress of all incidents within the ticketing system. Identify technical trends and report issues requiring problem or change management intervention.
System Maintenance: Install and configure software and hardware solutions to maintain a standardized IT environment.
Customer Service: Follow up with users to provide feedback and ensure technical problems are resolved according to established Service Level Agreements (SLAs).
Cross-Functional Collaboration: Work with other IT groups to ensure customer-centered incident management and support across all organizational locations.
Education: Associate’s Degree in Information Technology, or an equivalent combination of experience and technical credentials.
Experience: Previous experience in an IT Service Desk or desktop support role. Experience supporting IT within a manufacturing environment is preferred.
Technical Skills: Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint), Teams, SharePoint, and Outlook.
Communication: Clear oral and written communication skills with a professional and helpful attitude.
Problem Solving: Ability to visualize technical situations and think abstractly to resolve complex hardware or software issues.
Operational Skills: Self-motivated and able to work with or without direct supervision in a fast-paced environment.
Environment: Work is performed in a climate-controlled office and a manufacturing plant. PPE (hearing protection, safety shoes, and vision protection) is required when in production areas.
Physical Requirements: Regularly required to stand, walk, reach, and use hands/fingers to handle hardware and type. Must be able to lift and move equipment up to 25 lbs.
Travel: Occasional travel to other organizational sites via vehicle or plane may be required.
Technical Knowledge & Capacity
Strong Problem Solving / Analysis
Communication Proficiency
Detail Oriented
Ethical Conduct
ProAmpac is a global manufacturer of flexible film, foil, and fiber packaging solutions built on material science. We provide creative packaging solutions, industry-leading customer service and award-winning innovation to a diverse global marketplace. ProAmpac’s approach to sustainability - ProActive Sustainability - provides innovative sustainable flexible packaging products to help our customers achieve their sustainability goals. We are guided in our work by five core values that are the basis for our success: Integrity, Intensity, Innovation, Involvement, and Impact.
