Helpdesk Technician

About the Role

The Help Desk Technician provides frontline IT support for Morton Industries across office and manufacturing environments. This role troubleshoots and resolves hardware, software, access, and connectivity issues; deploys and supports end-user technology; and escalates issues when appropriate. The position requires strong customer service, technical troubleshooting, documentation, and the ability to prioritize support based on business and production needs.

Responsibilities

• Provide frontline remote and onsite IT support across office and manufacturing environments.
• Troubleshoot hardware, software, Microsoft 365, user access, printing, peripheral, and basic network connectivity issues.
• Manage assigned service desk tickets through resolution or escalation, maintaining clear communication and documentation.
• Install, configure, deploy, and maintain computers, mobile devices, printers, scanners, and other end-user technology.
• Support employee onboarding/offboarding, account access, MFA, Active Directory/Entra ID, and equipment deployment/recovery.
• Maintain IT equipment inventory and assist with endpoint and asset lifecycle management.
• Support production-floor technology and escalate infrastructure, application, or cybersecurity issues as appropriate.
• Follow IT and cybersecurity procedures and identify opportunities to improve support processes and documentation.
• Assist with IT projects and other duties as assigned.

Core Competencies

• Strong customer service and communication skills.
• Effective troubleshooting and problem-solving skills.
• Ownership, accountability, and ability to prioritize competing requests.
• Strong technical aptitude with the ability to learn new systems.
• Attention to detail, documentation, and security practices.
• Ability to work independently and collaboratively as part of the IT team.

Requirements

• 1–3 years of help desk, desktop support, or related IT experience.
• Experience with Windows, Microsoft 365, Active Directory/Entra ID, and IT ticketing systems.
• Working knowledge of computer hardware, printers, peripherals, and basic network troubleshooting.
• Experience with endpoint deployment, asset management, or manufacturing technology is a plus.
• Technical education, certifications, or equivalent hands-on experience preferred.