IT Technical Support

Fortune Brands • Las Vegas, NV

12h

About The Position

The IT Technical Support Agent supports key infrastructure functions by working with users, troubleshooting desktop hardware and software, participating in troubleshooting calls or meetings, and providing onsite assistance for end users with Level 2 infrastructure issues. The role requires analytical and communication skills and supports both in-person and remote users, as well as manufacturing and distribution IT equipment.

Requirements

• Associate degree or higher in an IT/IS-related discipline.
• At least 2 years of work experience in service desk and desktop support.
• At least 2 years of IT desktop and device problem-solving experience.
• At least 2 years of customer service experience.
• Experience handling IT service desk issues, particularly with Microsoft Windows desktops.
• Experience with Microsoft Active Directory and a basic understanding of account management.
• Experience with printers and barcode scanning devices.
• Demonstrated troubleshooting experience.
• Experience supporting mobile devices, including application installation and email configuration.
• Computer hardware repair and restoration experience.
• Ability to diagnose and work with Windows 11 devices.
• Experience with ITIL and in-house ticketing systems.
• Experience using ServiceNow or an equivalent ticketing system.
• Customer-service orientation and demonstrated customer service experience.
• Solid communication skills.

Responsibilities

• Resolve IT service desk tickets and issues in a timely manner, documenting work and creating knowledge articles.
• Provide desktop support, including troubleshooting and installing hardware and mobile devices for in-person and remote users.
• Assist with IT desktop deployments and computer imaging activities.
• Support manufacturing and distribution IT hardware, including handhelds, barcode readers, printers, and scanners.
• Work with the Managed Services team to diagnose issues on Windows 11 devices.
• Triage issues received through the IT ticketing system and resolve them or escalate them to other technical resources as needed.
• Publish knowledge base articles for user self-service, training, and IT team reference.
• Work with IT vendors as needed to solve problems.

Benefits

• Annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
• Comprehensive health plans.
• 401(k) program with a company contribution.
• Product discounts.
• Flexible time off benefits.
• Adoption benefits.
• Employee Resource Groups (ERGs).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree