IT Desktop Support

About the role

The IT Desktop Support position at Kelco Industries provides day-to-day technical support to employees and helps maintain reliable computer hardware, software, and related technology systems.

Responsibilities

• Provide technical support and troubleshooting for desktops, laptops, printers, peripherals, software, and basic network connectivity issues.
• Install, configure, maintain, and replace computers, software, and other IT equipment.
• Respond to and complete assigned IT support tickets in a timely and professional manner, escalating complex issues as needed.
• Support Microsoft Windows operating systems, Microsoft Office/Microsoft 365 applications, ERP, user accounts, access, and general technology needs.
• Set up computers, accounts, and equipment for new employees and assist with equipment changes and employee departures.
• Perform routine maintenance to support the reliability, security, and performance of company IT equipment and systems.
• Maintain accurate records of IT equipment, assignments, repairs, replacements, and other technology assets.
• Provide courteous and responsive technical assistance to employees while following established IT security and confidentiality practices.
• Affiliate with IT projects, system upgrades, implementations, and other IT-related responsibilities as assigned.

Requirements

• High school diploma or equivalent required; Associate degree or technical training in Information Technology, Computer Science, or a related field preferred.
• Previous experience providing desktop, help desk, or end-user technical support preferred.
• Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, computer hardware, peripherals, and basic networking concepts.
• Experience working with an IT ticketing system preferred.
• Ability to troubleshoot technical issues independently and determine when escalation is appropriate.
• Ability to communicate effectively with both technical and non-technical employees.

Core Competencies

• Safety Awareness – Ability to identify and correct or report conditions that affect the safety of employees.
• Troubleshooting & Problem Solving – Effectively identifies, investigates, and resolves technical problems.
• Customer Service – Provides patient, professional, and courteous support to employees with varying levels of technical knowledge.
• Communication – Clearly communicates technical information, instructions, and issue status to users and management.
• Organization – Manages multiple support requests and priorities while maintaining accurate records and follow-through.
• Dependability – Responds to support needs in a timely manner and follows assigned issues through resolution.
• Confidentiality & Security Awareness – Handles system access and company information responsibly and follows established security practices.
• Adaptability – Learns new technologies and adjusts to changing systems, priorities, and business needs.