IT Technical Support

About the Company

Fortune Brands Innovations, Inc. is an industry-leading home, security, and digital products company 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 brands positively impact our business, shareholders, people, and the planet. We foster an inclusive culture where smart, ambitious individuals are empowered to reach their fullest potential, supported by a high-performing team that values diverse perspectives and authentic self-expression.

About the Role

As the IT Technical Support Agent, you will support key infrastructure functions, including troubleshooting hardware and software at the desktop, providing on-site assistance for end users with Level 2 infrastructure issues, and collaborating closely with users and teams. This technical role requires strong analytical and communication skills.

Responsibilities

• Resolve IT service desk tickets/issues in a timely manner, including documenting and creating knowledge articles.
• Provide desktop support, troubleshooting, and installation of hardware and mobile devices for both in-person and remote users.
• Assist with IT desktop deployments and computer imaging activities.
• Support Manufacturing and Distribution IT-related hardware, including handhelds, barcode readers, printers, and scanners.
• Collaborate with the Managed Services team to diagnose issues on Windows 11 operating system devices.
• Resolve issues received through the IT ticketing system, triage as needed, and escalate to other technical resources when necessary.
• Publish knowledge base articles for user self-service support, training, and reference by other IT members.
• Work with IT vendors to solve problems as needed.

Requirements

• Minimum of an Associate’s Degree in IT/IS or a 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.

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 scanning devices.
• Demonstrated troubleshooting experience.
• Mobile device support experience (e.g., application installation, email configuration).
• Computer hardware repair and restoration experience.
• Ability to diagnose and work with Windows 11 operating system devices.
• Experience with ITIL and in-house ticketing systems (e.g., ServiceNow or equivalent).
• Customer service-oriented with proven experience and solid communication skills.
• Bilingual skills are a plus.

Pay

A reasonable estimate of the base salary range for this role is $40,000 USD – $66,000 USD. Actual salaries may vary based on factors including education, training, experience, professional achievement, business need, and location. In addition to base salary, employees may participate in an annual bonus plan or a role-based sales incentive plan.

Benefits

• Comprehensive health plans.
• Market-leading 401(k) program with company contribution.
• Product discounts.
• Flexible time off benefits.
• Adoption benefits.
• Employee Resource Groups (ERGs) to foster a sense of belonging.