On-Site IT Support Technician

Magnera Corporation•Old Hickory, TN

2d•Onsite

About The Position

The On-Site IT Support Technician provides first-line on-site IT support for assigned locations and serves as an initial point of contact for IT incidents and service requests. The role delivers timely, customer-focused support by following established procedures and escalating issues appropriately. The position supports global service desk teams and local IT colleagues, helping internal customers while maintaining accurate records and following defined service processes. It also supports local on-site IT activities and asset management, and helps maintain knowledge base documentation.

Requirements

Bachelor’s degree or equivalent education preferred; typically one to three years of experience in an IT support or service desk environment, or equivalent training.
Basic understanding of IT troubleshooting concepts, terminology, and customer support practices.
Ability to follow technical documentation, procedures, and instructions accurately.
Good written and verbal communication skills.
Working knowledge of Windows Operating Systems.
Working knowledge of Microsoft Office Suite.
Basic familiarity with Active Directory and user account administration.
Awareness of ITIL principles and IT service management concepts.
Working knowledge of ITSM tools, such as SolarWinds Service Desk.
Willingness to learn and develop technical skills.

Nice To Haves

Multi-language support is advantageous.
A valid driver’s license, pertinent to the country of the site, may be required.
Occasional travel between sites may be necessary.

Responsibilities

Provides first-line technical support through walk-ups, remote access tools, or telephone guidance.
Logs, categorizes, prioritizes, and updates incidents and service requests in the prescribed call-tracking system.
Resolves common and routine IT issues using documented procedures, knowledge articles, and standard tools.
Escalates incidents and requests outside defined resolution criteria to Level 2 or appropriate resolver groups.
Supports local on-site activities, including basic hardware setup, peripheral support, and user access requests.
Keeps assigned tickets updated with clear and accurate information to support handover or escalation.
Follows defined service processes, operating level agreements, and IT processes.
Maintains awareness of on-site IT assets and supports asset management activities as directed.
Identifies gaps or outdated information in knowledge base documentation to assist with its maintenance.
Participates in daily operations meetings when required.
Demonstrates a customer-focused approach and maintains positive relationships with on-site users.