IT Technical Support
About the role
As the IT Technical Support Agent, you will be responsible for supporting key infrastructure functions, including working closely with users, troubleshooting hardware and software at the desktop, participating in troubleshooting calls or meetings, and providing on-site assistance for end users with level 2 Infrastructure issues.
Responsibilities
- Resolve IT service desk tickets/issues in a timely manner including documenting and creating knowledge articles
- Support at the desktop, troubleshooting, installing hardware and mobile devices both in person and to our remote users
- Aid in IT desktop deployments and computer imaging activities
- Support our Manufacturing and Distribution IT related hardware, including handhelds, barcode readers, printers and scanners
- Work closely with our Managed Services team on Windows 11 operating system devices in diagnosing issues
- Provide resolution of issues typically received in our IT ticketing system, including triaging issues, and if needed, escalating to other technical resources to solve
- Publish knowledge base articles for users to provide self-service support, as well as for training and reference by other IT members
- Able to work with IT vendors as needed, to solve problems
Qualifications
- Minimum of Associates Degree in IT/IS related discipline
- 2+ years of work experience in service desk support and desktop support
- 2+ years of IT Desktop and Device problem solving experience
- 2+ years of customer service experience
Knowledge/Skills
- Experience handling IT service desk issues, specifically around MS Windows desktops
- Experience with Microsoft Active Directory and a basic understanding of account management
- Experience with printers and barcode scan devices
- Demonstrated troubleshooting experience
- Mobile device support experience (application installation, email configuration, etc)
- Computer hardware repair and restoration experience
- Experience with ITIL and the use of in-house ticketing systems
- Experience using ServiceNow or an equivalent ticketing system
- Customer service-oriented with proven experience
- Solid Communication Skills
Plus if you're Bi-Lingual
Additional Information
Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential. When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here.
Hiring Pay Range
A reasonable estimate of the base salary range for this role is $40,000 USD - $66,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.
Equal Employment Opportunity
Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.