IT Support Technician I

Jack Link's Protein Snacks•Alpena, SD

18h•$23 - $26•Hybrid

About The Position

The IT Support Technician I provides front-line technical support for our team members. This role is critical to keeping plant operations running smoothly by delivering timely, hands-on support for end-user devices, manufacturing-floor technology, and basic infrastructure issues. The ideal candidate is customer-focused, dependable, and comfortable working in a fast-paced production environment. This position reports to the Manager, IT Service Delivery and works closely with plant leadership, corporate IT teams, and plant operations staff.

Requirements

High School diploma or equivalent years of experience
1+ year of experience in desktop or technical support (internship or hands-on experience considered)
Strong customer service mindset with a willingness to support users of varying technical skill levels
Ability to clearly communicate technical issues to non-technical users
Excellent verbal and written communication skills
Must work effectively with all levels of management and employees
Strong troubleshooting and problem-solving skills
Familiarity with Windows operating systems and basic Microsoft applications (Outlook, Word, Excel, PowerPoint, SharePoint, Teams)
Ability to read and follow technical documentation and procedures
Self-motivated with strong attention to detail
Effective interpersonal and teamwork skills
Valid driver’s license and ability to travel to other facilities as needed

Nice To Haves

Entry-level Microsoft or desktop support certifications preferred
Associate degree or technical certification in an IT-related field preferred
Prior experience supporting users in a manufacturing or plant environment
A+ Certification preferred
3 + year of experience in desktop or technical support

Responsibilities

Provide Level 1 technical support for plant and office users via in-person, phone, and email requests
Troubleshoot and resolve basic hardware, software, and connectivity issues for PCs, laptops, handheld devices, printers, scanners, and peripherals
Support IT needs on the manufacturing floor, including shared workstations, kiosks, label printers, and other plant-related technology
Escalate unresolved issues to higher-level support teams following established procedures
Build, configure, image, and deploy standard computer systems and associated hardware
Perform moves, adds, and changes for end-user equipment and workstations
Maintain accurate inventory of IT assets, including computers, monitors, printers, and handheld devices
Track and assist with end-user software license usage availability
Patch and maintain end-user devices in accordance with corporate security and patching standards
Follow incident, problem, and change management processes
Accurately document all work in the enterprise ticketing system to meet service level expectations
Provide feedback and suggestions to improve standard device images and support processes
Assist with basic user training on hardware and software tools
Contribute to the development of support documentation and training materials
Provide guidance and mentoring to PC Technician interns as needed
Participate in on-call, off-hours, or weekend support rotations as assigned
Performs other duties as assigned