Desktop Technician

Keltec•Hudson, OH

10d•Onsite

About The Position

The Desktop Support Technician serves as the first point of contact for employees requiring technical assistance and operational support. This on-site position is responsible for resolving day-to-day issues related to computers, printers, software, user accounts, and other technology systems while delivering exceptional customer service. In addition to traditional help desk/desktop support responsibilities, this role will learn and become proficient in basic administration of Keltec’s key business applications including NetSuite, RF-Smart, and GlobalShop amongst others.. The technician will assist employees with common application questions, workflow guidance, printer configuration, report printing issues, user setup, and general process support. The ideal candidate is technically inclined, enjoys helping people, and is eager to learn both information technology and business software processes. Complex technical issues, system administration tasks, development requests, and advanced ERP issues will be escalated to the IT Director or the company’s Managed Service Provider (MSP).

Requirements

High school diploma or equivalent (required)
Associate degree in appropriate field or applicable certification
COMPTIA A+ Core 1 certification
COMPTIA A+ Core 2 certification
Microsoft 365 Certified: Fundamentals
COMPTIA PC Pro
Proficiency with Microsoft 365 applications, Windows operating systems, and basic troubleshooting principles.
Understanding of fundamental networking concepts (e.g., IP addresses, Wi-Fi, VPNs).
Strong organizational skills with high attention to detail
Strong troubleshooting and problem-solving skills
Strong written and verbal communication skills to explain technical concepts clearly to non-technical users.
A demonstrated willingness to learn and grow in a technical role
Ability to demonstrate patience, empathy, and professionalism under pressure.

Nice To Haves

Bachelor’s degree in relevant field
0-3 years of experience in a technical support or IT-related role (help desk, IT support, or related environment).
Experience with ERP systems support in a manufacturing & distribution environment

Responsibilities

Resolve daily technical issues related to hardware, software, printers, RF-scanners and basic networking.
Provide responsive, professional support to employees in person, by phone, email, or ticketing systems.
Promptly escalate issues to appropriate 3rd party support upon triage
Learn and develop working knowledge of NetSuite ERP and other business-critical software applications.
Provide first-level support for NetSuite functionality, printing, user access, workflows, reports, and daily processes.
Assist users with navigating NetSuite and understanding established business procedures and workflows.
Configure and troubleshoot printers, label printers, scanners, and other devices integrated with business operations.
Document common questions, procedures, and solutions.
Escalate advanced ERP configuration, customization, integration, or reporting issues to the IT Director or MSP.
Handle password resets, account lockouts, and access-related issues.
Diagnose and resolve desktop and laptop performance problems.
Document resolution steps, follow-up actions, and escalation details
Recognize issues beyond Tier 2 scope and escalate appropriately to the IT Director or MSP.