IT Helpdesk Technician

Job Summary

We are seeking a highly organized and customer-focused IT Technician to provide first-line technical support to employees across our manufacturing organization. This role involves troubleshooting and resolving hardware, software, and network issues, installing and maintaining devices, and managing support tickets.

Job Responsibilities

• Provide Level 1 technical support to employees via phone, email, and the IT ticketing system by troubleshooting and resolving hardware, software, network, and other technology-related issues across onsite and remote locations while meeting established response time expectations.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, peripherals, Windows and macOS operating systems, Microsoft 365 applications, endpoint protection, and other standard business software.
• Set up, deploy, maintain, and recover workstations, user accounts, system access, and company-issued equipment to support employee onboarding, offboarding, and ongoing device management, including software updates, operating system patches, and security configurations.
• Aid users with password resets, account management, conference room technology, basic technology training, and other end-user support needs; escalate complex issues to senior IT staff or third-party vendors as appropriate.
• Maintain accurate IT documentation, including service tickets, troubleshooting procedures, knowledge base articles, standard operating procedures, and hardware/software inventory.
• Identify recurring technical issues and recommend process improvements to enhance IT support, service efficiency, and system reliability.
• Follow company policies and best practices related to data security, privacy, and system integrity.

Required Skills And Experience

• Associate's degree in Information Technology, Computer Science, or a related field.
• Minimum of one (1) year of help desk or technical support experience.
• Working knowledge of Windows operating systems, Microsoft 365, Microsoft Office applications, hardware installation, device drivers, and basic networking concepts.
• Experience supporting macOS and Apple devices.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve hardware, software, and network issues.
• Excellent customer service, interpersonal, and verbal and written communication skills, with the ability to support users at all levels of the organization.
• Ability to manage multiple priorities, work independently with minimal supervision, and demonstrate strong follow-through.
• Ability to travel between organizational sites and complete work-related errands as needed to support business operations.
• Valid state driver's license with a clean driving record and a demonstrated commitment to safe driving practices.
• Consistent and stable work history.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting a manufacturing or multi-site environment, including ERP systems, shop floor technology, or industrial workstations.
• Experience with IT ticketing systems, technical documentation, and knowledge base development.