Helpdesk Technician

About the role

We are seeking a motivated and customer-focused Helpdesk Technician to provide first-level technical support to end users. The ideal candidate will have foundational experience with Active Directory, Group Policy, laptop patching, and application installation, along with a strong commitment to delivering excellent customer service. This role requires a positive attitude, patience, and the ability to communicate effectively with both technical and non-technical users.

Responsibilities

• Provide first-line technical support via phone, email, and in-person for hardware, software, and network-related issues
• Troubleshoot and resolve user issues related to Windows operating systems, applications, and peripherals
• Perform user account management tasks within Active Directory (e.g., account creation, password resets, group membership updates)
• Avoid Group Policy configurations and troubleshooting basic policy-related issues
• Conduct patching and updates for laptops and desktops to ensure systems are secure and up to date
• Install, configure, and maintain standard business applications and software
• Set up and deploy new laptops, desktops, and mobile devices
• Document incidents, service requests, and resolutions in the ticketing system
• Escalate complex issues to higher-level support teams when necessary
• Maintain inventory of IT equipment and assist with asset tracking

Qualifications

• 1+ year of experience in a Helpdesk, Desktop Support, or IT Support role
• Basic working knowledge of:
• Active Directory (user and group management)
• Group Policy (fundamentals and troubleshooting)
• Windows OS environments (Windows 10/11)
• Experience with:
• Patching laptops/desktops
• Installing and configuring software applications
• Familiarity with ticketing systems (e.g., ServiceNow, Jira Service Desk, or similar)
• Extremely customer-focused mindset with a strong desire to help users succeed
• Pleasant, professional, and approachable attitude
• Strong communication and interpersonal skills
• Ability to remain calm, patient, and solution-oriented under pressure
• Strong attention to detail and organizational skills

Preferred Qualifications

• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP)
• Experience supporting printers, VPN, and remote access tools
• IT certifications (e.g., CompTIA A+, Microsoft Fundamentals) are a plus

What We Offer

• An inclusive and diverse work environment that fosters and encourages professional and personal development
• Highly automated, clean, safe, and temperature-controlled production environment
• Medical, Dental and Vision Insurance
• HSA and Flexible Spending Accounts
• 401K with company match
• Life Insurance (Company paid and additional voluntary life available)
• Paid Vacation and 14 Paid Holidays
• Short term and long-term disability coverage (Company Paid)
• Tuition reimbursement

Physical Requirements

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 accommodation may be made to enable otherwise qualified individuals with disabilities to perform the essential job functions.

• Ability to sit for extended periods of time
• Ability to read, write, speak, hear; stand; walk; use hands to finger, handle, or feel; reach and lift with hands and arms frequently throughout the day
• Required to occasionally lift, push, pull and/or move up to 10 pounds and occasionally required to lift, push, pull and/or move up to 35 pounds

Work Environment

The work environment is primarily an automated manufacturing plant with a concrete floor and is characterized by some temperature extremes, moderate noise, and forklift traffic. The individual must be able to perform all essential functions as appropriate on the plant floor, in meetings, and with employees, management, customers and suppliers.

Work Schedule

• Work week is a 40-hour minimum
• Extended hours and overtime are required as needed
• Must be able to work any shift as required
• Must be able to work weekends as required

Equal Opportunity Employer

All of us at AESC – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance products. It is our policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire.