Help Desk Support (Tier 1)
About The Position
Schaefer Plastics is seeking a full-time Help Desk Technician (Tier 1) to serve as the first point of contact for IT support requests across the organization. This role is responsible for providing timely, professional, and customer-focused technical support while troubleshooting basic hardware and software issues, managing support tickets, and assisting with ongoing IT projects. The ideal candidate is an entry-level or early-career IT professional who is dependable, detail-oriented, proactive, and eager to learn. This position is fully onsite in Charlotte, NC and is a strong opportunity for someone looking to grow their technical skills in a fast-paced manufacturing environment.
Requirements
- Prior experience in an IT Help Desk, technical support, or customer support role preferred.
- Entry-level candidates with relevant IT training, certifications, or strong technical aptitude will be considered.
- Strong communication, customer service, and problem-solving skills.
- Ability to document work clearly, accurately, and consistently.
- Basic understanding of computer hardware, software, networking, and user support.
- Ability to manage multiple requests and prioritize effectively in a fast-paced environment.
- Dependable, organized, detail-oriented, and willing to learn.
- Comfortable working fully onsite in a manufacturing environment.
- Ability to perform basic physical tasks related to IT hardware setup and equipment movement.
- Authorized to work in the United States without sponsorship.
Nice To Haves
- CompTIA certifications such as A+, Network+, or Security+.
- Exposure to networking concepts, switching, routing, or general infrastructure support.
- Exposure to Azure or other cloud-based environments.
- Experience using a ticketing system; Freshservice experience is a plus.
- Previous experience supporting users in a manufacturing, warehouse, or production environment.
- Spanish language skills are a plus.
Responsibilities
- Serve as the primary point of contact for Tier 1 IT support requests.
- Troubleshoot and resolve basic hardware, software, and user-access issues for onsite and remote employees.
- Receive, manage, update, and document support tickets accurately within Freshservice.
- Maintain clear, relevant, and legible ticket notes to ensure proper tracking and follow-up.
- Provide professional, timely, and customer-service-focused support to employees.
- Assist with computer, monitor, printer, phone, and other hardware setup, replacement, and troubleshooting.
- Support new user setup, equipment deployment, and basic system access needs.
- Escalate more complex technical issues to the appropriate IT team member when needed.
- Assist with ongoing IT projects as time allows.
- Help identify opportunities to improve IT support processes, documentation, and overall service efficiency.
- Perform physical IT support tasks as needed, including setting up, moving, or replacing equipment.
- Follow company IT policies, procedures, and security guidelines.
- Support a fast-paced manufacturing environment with professionalism and flexibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
