IT Technical Support

Description

The company makes products for residential and commercial settings in water, outdoors and security, with a growing focus on digital solutions.

This is a hands-on technical role that combines troubleshooting with on-site help for end users. You will work with users, take part in troubleshooting calls and meetings, and handle level 2 infrastructure issues on site. Strong analytical and communication skills are needed.

Responsibilities

• Close service desk tickets promptly, documenting each one and writing knowledge articles where useful.
• Support desktops, troubleshoot problems, and install hardware and mobile devices, both in person and remotely for users.
• Help with desktop deployments and computer imaging.
• Support hardware used in manufacturing and distribution, including handhelds, barcode readers, printers and scanners.
• Work with the Managed Services team to diagnose issues on Windows 11 devices.
• Take in tickets from the IT ticketing system, triage them, and escalate to other technical staff when needed.
• Publish knowledge base articles for user self-service and for training and reference within IT.
• Work with IT vendors to resolve problems when needed.

Requirements

• An associate degree in IT or information systems, or a related field, at minimum.
• 2+ years of service desk and desktop support experience.
• 2+ years of experience solving IT desktop and device problems.
• 2+ years of customer service experience.
• Experience resolving service desk issues on Microsoft Windows desktops.
• Experience with Microsoft Active Directory and a basic grasp of account management.
• Experience with printers and barcode scanners.
• 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 similar ticketing system.
• A proven customer service focus.
• Strong communication skills.

Conditions

The base salary range is $40,000 USD to $66,000 USD. Actual pay may fall outside this range depending on education, training, experience, professional achievement, business need and location.

Employees 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 plans and wellbeing support, plus flexible time off.
• A market-leading 401(k) with company contribution.
• Product discounts and adoption benefits.
• Employee Resource Groups.