IT Technical Support

Description

The role is a technical IT support position covering key infrastructure, with work that combines direct user contact, desktop troubleshooting and level 2 infrastructure issues on site.

Strong analytical and communication skills are needed.

Responsibilities

• Resolve IT service desk tickets on time, documenting each fix and writing knowledge articles where useful.
• Provide desktop support, troubleshoot, and install hardware and mobile devices, both in person and remotely for users.
• Help with desktop deployments and computer imaging.
• Support manufacturing and distribution IT hardware, including handhelds, barcode readers, printers and scanners.
• Work with the Managed Services team to diagnose issues on Windows 11 devices.
• Triage tickets from the IT ticketing system and escalate to other technical resources when needed.
• Publish knowledge base articles for user self-service and for training and reference within IT.
• Work with IT vendors to solve problems when needed.

Requirements

• An Associate's degree in IT or information systems, or a related discipline.
• 2+ years in service desk and desktop support.
• 2+ years of IT desktop and device problem solving.
• 2+ years of customer service experience.
• Experience handling service desk issues on MS Windows desktops.
• Experience with Microsoft Active Directory and a basic understanding of account management.
• Experience with printers and barcode scanning devices.
• Proven troubleshooting experience.
• Experience supporting mobile devices, including app installation and email setup.
• Experience repairing and restoring computer hardware.
• Ability to diagnose and work on Windows 11 devices.
• Experience with ITIL and in-house ticketing systems.
• Experience with ServiceNow or a comparable ticketing system.
• A proven customer service focus.
• Strong communication skills.

Conditions

Pay range: $40,000 USD to $66,000 USD base salary. Actual pay may fall above or below this range depending on education, training, experience, professional achievement, business need and location.

In addition to base salary, you will take part in either an annual bonus plan tied to company and individual performance, or a role-based sales incentive plan.

The company is an equal opportunity employer.

Benefits

• Comprehensive health coverage and wellbeing support, including flexible time off and adoption benefits.
• 401(k) plan with a company contribution.
• Product discounts.
• Access to Employee Resource Groups.