Internship & Co-op




Customer Support




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IT Field Technician

Information Technology
20001480 Requisition #


This IT Field Technician is responsible for the technical support of end users.  Handle Tier 1 and Tier 2 customer service requests.  Develops and follows standard work documents for repeatable issues.  Capable of working with Tier 3 support to identify opportunities and then assists in training other IT Technicians.  Strong customer service skills are essential. 


ESSENTIAL DUTIES AND RESPONSIBILITIES for this IT Field Technician include the following. Other duties may be assigned. Percentages represent guidelines only.

  • 80% Day to day support of existing environment – Tier 1 (call processing, standard work requests) and Tier 2 support (problem resolution).
  • 10% Personal Development – Planned development to support team objectives.  This will include both broadening of areas supported as well as developing deep knowledge in specific areas.  Development plan should be managed in conjunction with manager.
  • 10% Documentation and support handoff – Produce operational documentation to turn over to other IT technicians.
  • Responsibilities outside of normal business hours – Rotating support for some weekend work, off hours on call support and backup for 3rd shift coverage. 
  • Other duties may be assigned.



This job has no supervisory responsibilities.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Two-year degree in a computer related field or 2+ years of equivalent experience in a technical role.



  • Apply technical / functional expertise
    Manage and improve processes
    Demonstrate adaptability
    Create customer loyalty
    Practice self development
    Foster open communication
    Scanning technology
    Factory Automation
    PC Fundamentals
    Basic programming


Process requests for computer and telecommunications equipment.  Follow procedures to maintain accurate inventory records, audit inventories and work with customers to identify cost savings opportunities.  Basic research for standards support and consolidate feedback on existing standard equipment.



Support internal IT based manufacturing systems.  Support includes a basic understanding of the applications, ability to apply system upgrades and basic report and query writing.  Will be required to work closely with application users to resolve problems



Provides onsite technical support for computer equipment, integration with factory automation systems and misc. technology systems.  Work closely with customers to roll out new systems and restore operation services. Some understanding of basic programming and the ability to dive into new technologies.





A+, Network+, MCP, MCDST



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.



The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level in the work environment is usually moderate.


Flexibility to travel


Pella Corporation is committed to workforce diversity. Pella is a Tobacco-Free Work Environment.  Pella participates in E- Verify.  Pella will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.



Pella Corporation provides a working environment free of discrimination and harassment.  Pella Corporation treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law. A number of states in which Pella operates have laws protecting classifications of Team Members not necessarily protected under federal law. Therefore, Pella also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry or handicap as each category is protected under a municipal ordinance or state law

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Troy, Ohio, United States

📁 Information Technology