Help Desk Support II

What You'll Do

• Resolve escalated hardware, software, system, and application issues while delivering exceptional support through phone, email, remote tools, and in person
• Diagnose complex technical problems, perform root cause analysis, and implement long-term solutions to improve system reliability
• Support manufacturing technology, including industrial PCs, scanners, printers, labelers, and other production-critical equipment
• Manage service desk tickets, prioritize requests, maintain accurate documentation, and consistently meet service level agreements (SLAs)
• Create and maintain knowledge base articles, standard operating procedures, and technical documentation while mentoring and supporting Tier I technician
• Promote IT security, compliance, and technology best practices across the organization

What You Bring

• Average of 2-4 years of progressive IT support experience, including advanced desktop, application, and enterprise system troubleshooting
• Experience supporting manufacturing or production environments preferred
• Experience working with ticketing systems and meeting service level agreements in a fast-paced help desk environment
• Strong knowledge of Windows operating systems, enterprise applications, hardware, networking fundamentals, VPNs, and IT security best practices
• Excellent troubleshooting, communication, customer service, and organizational skills
• Ability to manage multiple priorities while collaborating effectively across IT teams
• CompTIA A+ certification required; Network+ or other technical certifications preferred

Great People Deserve Great Benefits!

• 401(k) with generous company match
• Medical, dental & vision insurance
• Life insurance and disability coverage
• Paid time off and holidays
• Employee stock ownership plan (ESOP)
• Career development and internal promotion opportunities