IT Technical Support
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 on-site assistance for end users experiencing Level 2 infrastructure issues. This technical position requires analytical and communication skills. The role resolves service desk issues, supports desktop and mobile devices for on-site and remote users, assists with desktop deployments and computer imaging, and supports manufacturing and distribution technology such as handheld devices, barcode readers, printers, and scanners. The agent also works with the Managed Services team to diagnose Windows 11 device issues, coordinates with vendors as needed, and creates knowledge base articles for user self-service and IT training and reference.
Requirements
- Associate degree or higher in an IT/IS-related discipline.
- At least 2 years of work experience in service desk support 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 involving 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.
- Mobile device support experience, 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 proven customer service experience.
- Solid communication skills.
Responsibilities
- Resolve IT service desk tickets and issues in a timely manner, documenting solutions and creating knowledge articles.
- Provide desktop support, troubleshoot and install 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 handheld devices, 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.
- Publish knowledge base articles to provide user self-service support and training and reference for other IT members.
- 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).
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
