Junior Helpdesk Technician

Key Responsibilities

• Respond to helpdesk tickets and support requests during business hours (7:00 AM – 4:00 PM CST).
• Provide onsite and remote troubleshooting for hardware, software, printers, scanners, and network-related issues.
• Support Microsoft 365 users (Outlook, Teams, OneDrive, SharePoint).
• Perform password resets and user account provisioning/de-provisioning.
• Set up, configure, and deploy workstations, laptops, and peripheral devices.
• Provide first-level support for ERP user access and general system issues.
• Support production floor devices, labeling systems, and warehouse equipment.
• Troubleshoot plant-floor network connectivity issues.
• Escalate ERP, infrastructure, and production-critical incidents to Systems Administrators immediately.

Manufacturing & Production Support

• Accurately document tickets, troubleshooting steps, and resolutions in the Service Desk system.
• Maintain hardware inventory and asset management records.
• Assist with IT documentation and knowledge base updates.
• Support basic system monitoring and alert review.

Requirements

• 1–3 years of helpdesk or technical support experience.
• Strong troubleshooting skills in Windows-based environments.
• Basic understanding of networking concepts (IP addressing, DNS, VPN).
• Experience administering Microsoft 365.
• Ability to prioritize tasks in a production-driven manufacturing environment.
• Strong communication and customer service skills.
• Freshman in English (written and verbal).

Preferred Qualifications

• Experience supporting ERP systems (SAP experience is a plus).
• Experience in manufacturing or warehouse environments.
• Familiarity with cybersecurity best practices.
• Experience with ticketing systems (e.g., SolarWinds Service Desk).