Help Desk Technician

CompoSecure•Somerset, NJ

3d•Onsite

About The Position

CompoSecure, a GPGI business (NYSE: GPGI), is the leading manufacturer of Premium Metal Payment Cards and also offers best-in-class Authentication and Digital Asset solutions. The Company's offerings combine elegance, simplicity, and security to deliver exceptional experiences and peace of mind, enabling trust for millions of people around the globe. For more information, please visit www.CompoSecure.com and www.GetArculus.com . Position Overview: The Help Desk Technician will work five days a week on-site in Somerset, NJ. The Level 2 Desktop Technician provides hands-on technical support for desktop systems, hardware, software, and network connectivity across office, production, warehouse, and remote environments. This role is responsible for resolving helpdesk requests via phone, email, and the ticketing system while maintaining service levels and ensuring timely ticket closure. The technician supports Windows, macOS, ChromeOS, mobile devices, IP telephony, printers, production-floor technology, and conference room technology. The role also performs user account administration, employee onboarding, and offboarding tasks. This position requires onsite support across multiple buildings, collaboration with IT colleagues on tasks and projects, creation of documentation for troubleshooting and resolutions, and participation in an on-call rotation to support business-critical operations outside of typical office hours in a 24/7 facility.

Requirements

Minimum 3 to 5 years of industry experience.
Bachelor's degree, A+, or Microsoft certifications.
High level of computer literacy including working knowledge of Windows 10 and 11, ChromeOS, iOS, Android, Mac and Microsoft Office applications.
Knowledge of AI fundamentals with entry‑level experience applying AI tools in a business or technical environment
Excellent communication skills, both oral and written.
Strong attention to detail and ability to self-check work.
Excellent time management skills.
Proficient in disassembling and servicing desktop and laptop systems to diagnose issues and replace components.
Perform employee onboarding, laptop deployment, and offboarding tasks.
Task-oriented mindset with excellent organizational skills, strong prioritization abilities, and the initiative to identify and act independently.
Self-motivated, enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, creative and innovative.
Must be able to work beyond 40 hour week during upgrades or new functionality rollout if necessary.
Must be able to work a flexible schedule, including potential weekends, early mornings, late hours, or staggered shifts.
Participate in a rotating on-call schedule to provide off-hours and weekend support for the production floor and international users.
Must have a valid driver's license and personal vehicle.
Must be able to lift 50 lbs.
Must be able to sustain office work for 8+ hours per day including the following: Sitting in an office chair Typing Reaching for the telephone Standing at office equipment Hearing for phone use Sight for computer use Using a ladder
Office environment is of moderate noise level.
Production floor is of medium-high noise level.

Responsibilities

Provide technical assistance and support for incoming requests and issues related to desktop systems, software, and hardware across both IT, production, and warehouse environments.
Support office staff, production staff, production floor, and warehouse equipment.
Assists in managing user profiles in Active Directory, Exchange, and Azure AD.
Investigate, prioritize, and resolve issues in a timely manner while maintaining Helpdesk ticket queue (ManageEngine ServiceDesk).
Must be able to drive and provide onsite support for 5 buildings within Somerset.
Install and configure new desktops, laptops, tablets, and conference room technology with required company software, including Windows, macOS, Chromebooks, Android tablets, Vibe Boards, and Smart TVs.
Assist with IP telephone support.
Provide support for and maintain working knowledge of software and platforms used across the environment, including Adobe applications, Citrix, Microsoft Teams, Slack, ManageEngine products, Mosyle, Intune, Splashtop, Zscaler, SentinelOne, Tenable, and various AI tools.
Handle email and telephone correspondence in a timely and professional manner.
Respond to inquiries for the purpose of resolving problems, providing information, and or escalating issues to appropriate personnel.
Perform other miscellaneous duties as assigned.
Document all troubleshooting steps, resolutions, and root cause details within each ticket prior to closure, and contribute solutions to the knowledge base as appropriate.
Diagnose and resolve hardware, software, and peripheral issues for office staff and production-floor equipment across all Compo sites (Pierce, Davidson, Memorial, Roosevelt, Apgar buildings and Remote/International users).
Maintain and manage shared printers, label printers, and production-floor barcode scanning equipment.
Create, modify, and deactivate user accounts in Active Directory, Azure AD, and Microsoft Exchange in accordance with HR onboarding/offboarding checklists.
Demonstrate strong understanding and knowledge of LAN/WAN/Wi-Fi architecture including VLANs, DHCP, DNS, and basic switch port identification across the campus network.
Troubleshoot network connectivity issues at the desktop level, including ethernet drops and Wi-Fi authentication.
Foundational understanding of AI tools and their practical application in a business or technical support environment.
Maintains a clean, organized, and professional work area at all times, including personal workspace and shared IT storage areas, ensuring equipment, tools, and materials are properly stored, labeled, and free of clutter.