IT Support Desk Technician

BALL HORTICULTURAL COMPANY•West Chicago, IL

3d•$48,000 - $57,000

About The Position

Ball Horticultural Company is seeking a customer-focused, technically driven Support Desk Technician to join its Information Technology team. The role provides technical support to internal and external customers by responding to service requests, troubleshooting hardware and software issues, and escalating more complex problems when needed. The technician supports a range of end-user technologies, business applications, and devices while providing customer service and maintaining accurate documentation. The position offers hands-on experience and opportunities for professional growth in a collaborative IT environment. The technician provisions, configures, deploys, and supports desktop and laptop computers; performs routine device maintenance; and helps maintain Help Desk documentation and procedures. The role also supports small IT projects, assists with retired equipment recycling and disposal, and participates in a scheduled monthly on-call rotation for urgent after-hours technical issues.

Requirements

1–2 years of IT support experience or formal technical training in a Help Desk or desktop support environment.
Basic knowledge of computer hardware, software, operating systems, and common troubleshooting techniques.
Experience supporting Windows operating systems and Microsoft 365 applications, including Outlook, Teams, and OneDrive.
Experience supporting Android and iOS mobile devices.
Basic knowledge of printers, scanners, and other end-user peripherals.
Experience setting up, configuring, and supporting desktop and laptop devices in a business environment.
Strong customer service skills and the ability to communicate effectively with technical and non-technical users.
Strong verbal and written communication skills.
Demonstrated ability to troubleshoot issues, identify root causes, and implement effective solutions.
Ability to work independently and collaborate effectively within a team.
Passion for technology and a desire to continuously develop technical skills.
Ability to safely lift, carry, move, and install computer equipment weighing up to 50 pounds.
Ability to work beneath desks, workstations, and other confined spaces during equipment installation and troubleshooting.

Nice To Haves

Familiarity with macOS environments.

Responsibilities

Respond to Help Desk calls, log service requests, and resolve common hardware, software, and desktop issues.
Provide customer service to employees across all levels of the organization.
Troubleshoot desktop, laptop, peripheral, and software-related issues, escalating complex problems when appropriate.
Provision, configure, deploy, and support desktops and laptops using centralized device management tools, ensuring compliance with company standards and security policies.
Perform routine end-user device maintenance, including operating system and software updates, storage cleanup, and security scans.
Resolve incidents and service requests in a timely manner or escalate them appropriately.
Create and maintain Help Desk documentation, knowledge base articles, and support procedures.
Support small IT projects under management guidance.
Assist with collecting, organizing, and preparing retired computer equipment for recycling and disposal according to company policies.
Participate in a scheduled monthly on-call rotation to support urgent after-hours technical issues.
Collaborate with the IT team to improve support processes and the end-user experience.
Perform other duties needed to support the company’s vision, mission, and organizational goals.