IT Technical Support

In this role you will have responsibility for supporting key infrastructure functions, including working closely with users, troubleshooting hardware and software at the desktop, participating in troubleshooting calls or meetings, and providing on site assistance for end users with level 2 Infrastructure issues. This role is a technical position that will require good analytical and communication skills.

Responsibilities

Resolve IT service desk tickets/issues in a timely manner including documenting and creating knowledge articles; Provide support at the desktop, troubleshooting, installing hardware and mobile devices both in person and to remote users; Assist with IT desktop deployments and computer imaging activities; Support Manufacturing and Distribution IT related hardware, including handhelds, barcode readers, printers and scanners; Work closely with the Managed Services team on Windows 11 operating system devices in diagnosing issues; Provide resolution of issues typically received in the IT ticketing system, including triaging issues and escalating to other technical resources when needed; Publish knowledge base articles for user self-service support, training and reference by other IT members; Work with IT vendors as needed to solve problems

Requirements

Minimum of Associates Degree in IT/IS related discipline; 2+ years of work experience in service desk support and desktop support; 2+ years of IT Desktop and Device problem solving experience; 2+ years of customer service experience; Experience handling IT service desk issues, specifically around MS Windows desktops; Experience with Microsoft Active Directory and basic understanding of account management; Experience with printers and barcode scan devices; Demonstrated troubleshooting experience; Mobile device support experience (application installation, email configuration, etc); Computer hardware repair and restoration experience; Ability to diagnose and work with Windows 11 operating system devices; Experience with ITIL and the use of in house ticketing systems; Experience using ServiceNow or an equivalent ticketing system; Customer service oriented with proven experience; Solid Communication Skills

Benefits

Robust health plans; Market-leading 401(k) program with a company contribution; Product discounts; Flexible time off benefits; Adoption benefits; Numerous Employee Resource Groups (ERGs); Annual bonus plan based on company and individual performance, or a role-based sales incentive plan