IT Helpdesk Support - Tier 1
About The Position
Unlock your potential with Prinova We are Prinova, a leading global supplier of ingredients and premix manufacturing solutions, and trusted by the world’s best-known food, beverage, and nutrition brands. Part of the NAGASE Group, our expertise lies in Ingredient Distribution, Manufacturing Solutions, and Customized Services. Our global network of colleagues, located in offices and manufacturing facilities around the world, deliver sustainable value-added solutions to our customers. We are recognized for our deep expertise, commitment to excellence, and bold innovation, which have earned us a strong reputation as a trusted industry leader. Wherever your career is headed, you’ll find direction, opportunity, and belonging with us. IT Helpdesk Support - Tier 1 Department: IT, Corporate Location: Carol Stream, IL Type: Full-time Summary: Tier 1 Help Desk Technicians serve as the first point of contact for technical issues and service requests. They are responsible for initial troubleshooting, documenting tickets in ConnectWise PSA, and escalating to Tier 2 as needed.
Requirements
- Associate's degree (A.A.) or equivalent from a two-year college or technical school, and six months of applicable experience in the IT area.
- Strong, proven working background in IT Help Desk Support
- Basic knowledge of Windows/Mac iOS, computer hardware, and common business applications
- Experience with imaging, deployment, and configuration of desktop and laptop machines
- Ability to install, configure, and troubleshoot software, hardware, and peripherals
- Fundamental understanding of networking concepts (Wi Fi, IP addressing, printers)
- Detail-oriented with strong documentation and ticket management practices
- Ability to multitask and prioritize effectively in a fast-paced environment
- Strong customer service, communication, and problem-solving skills
- Ability to lift up to 35 lbs.
- Work environment is generally in an office setting.
- Ability to view a computer screen and type for extended hours.
- Ability to sit and stand for extended periods of time.
- Other physical requirements include moderate standing and occasional squatting, bending, and twisting.
- Ability to adjust work schedule as business needs require.
Nice To Haves
- Familiarity with ticketing systems and escalation procedures is a plus
- CompTIA A+ or similar certification preferred (or willingness to obtain)
Responsibilities
- Respond to user inquiries in the ticket portal
- Perform basic troubleshooting for: Windows OS issues, Microsoft 365 (Outlook, Teams, OneDrive), Password resets, MFA setup, Printers, VPN, and basic network connectivity, Apple Device Support, iPhone & iPad
- Provide clear communication and set expectations for resolution times
- Create and update tickets with accurate details, time entries, and status changes
- Follow service board workflows and SLA guidelines
- Document troubleshooting steps and resolutions for the knowledge base
- Escalate tickets to Tier 2 when: Issue involves advanced networking, server-side troubleshooting, or security incidents. Standard troubleshooting steps have been exhausted. Include: Detailed problem summary, Steps taken and results, Screenshots/logs, Business impact
- Maintain ownership until Tier 2 accepts and updates the ticket.
- Assist users with electronic needs for meetings (projector, video conference, etc.).
- Projects and other duties as deemed necessary by IT, Network Integration Management
Benefits
- Medical, Dental, Vision
- Employer paid STD and LTD
- HSA and FSA
- Paid Maternity and Paternity Leave
- PTO
- Employer paid Basic Life Insurance
- 401(k) & Roth with employer match
- Eight Paid Holidays + 3 Floating Holidays
- Voluntary - Critical Illness, Hospital Indemnity, Accident
- Personal growth including training and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
