IT Desktop Support
About The Position
About IEM Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale. Position Summary We are looking for a proactive and customer-oriented IT Desktop Support to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently. You will support various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity. The position also involves deskside support for laptops, printers, scanners, and other peripheral devices. As part of our commitment to service excellence, you will respond to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes. You’ll work closely with internal teams to resolve issues quickly and consistently exceed SLA expectations. Exceptional customer service is at the heart of this role, and we expect you to prioritize user satisfaction in every interaction. Additionally, you will be responsible for documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement. Supervision of Personnel No direct reports expected for this role.
Requirements
- 3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.
- Proficiency in supporting Windows-based PCs, including hardware diagnostics and software troubleshooting.
- Experience with application support for internal business users, including installation, configuration, and issue resolution.
- Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
- Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira) and experience documenting technical issues and resolutions.
- Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
- Excellent communication and customer service skills, with a user-first mindset and a calm, professional demeanor under pressure.
Nice To Haves
- Familiarity with Jira or ServiceNow ticketing system
Responsibilities
- Providing timely Level 1 and Level 2 technical support to internal users
- Ensuring that hardware, software, and network issues are resolved efficiently
- Supporting various applications used by employees
- Troubleshooting PC-related problems
- Assisting with network connectivity
- Providing deskside support for laptops, printers, scanners, and other peripheral devices
- Responding to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes
- Working closely with internal teams to resolve issues quickly and consistently exceed SLA expectations
- Documenting issues, resolutions, and updates in our ticketing system
Benefits
- We offer comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success.
- View a snapshot of our benefits at https://www.iemfg.com/careers
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
