Junior Helpdesk Technician
About the role
Description About Us: Redbarn Pet Products was co-founded in 1996 by lifelong friends Jeff Baikie and Howie Bloxam, who met as 12-year-olds on a hockey rink in Canada. Inspired by a shared passion for wholesome, high-quality dog food, they built a company that has grown to a family of 500 members, offering over 200 foods, treats, and chews. As a family-owned business for over 25 years, Redbarn's culture is rooted in the belief that they are more than just a team—they are a family.
Compensation & Benefits
- Competitive pay, based on experience
- Attendance bonus
- Medical, Dental, and Vision Insurance
- 401(k) with company match
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Paid Holidays, Paid Sick and Paid Vacation
- Life and AD&D Insurance
- Employee Discounts on pet food
Position Summary
We are seeking a Junior Helpdesk Technician to provide onsite Tier 1 technical support for our U.S. manufacturing operations. This role is critical to maintaining daily production uptime, system reliability, and rapid resolution of end-user issues requiring hands-on support.
Key Responsibilities
- Tier 1 Technical Support
- 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.
- Maintaining hardware inventory and asset management records.
- Accurately document tickets, troubleshooting steps, and resolutions in the Service Desk system.
- Support basic system monitoring and alert review.
Manufacturing & Production Support
- 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.
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.
- Able to prioritize tasks in a production-driven manufacturing environment.
- Strong communication and customer service skills.
- Fluent 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).