Service Desk Support Technician

Butcher Power Products•Rancho Cordova, CA

About The Position

As a Service Desk Support Technician at BPP, you will be the first point of contact for team members experiencing technology problems. Your role extends beyond basic computer repair to ensuring employees can perform their jobs effectively without technological hindrances. You will act as an IT ambassador, translating complex technical issues into understandable information for non-technical staff. As part of an agile team, you will provide in-person support and solutions in high-stress, critical operational environments. Your responsibilities include setting up new hires, assisting with mobile device connectivity, and troubleshooting issues like printer malfunctions, serving as the crucial link between technical aspects and the rest of the company.

Requirements

2-4 years of hands-on experience in Desktop Support or a technical helpdesk/service desk environment.
Associate’s degree in computer science, IT, or equivalent experience and certifications
Expertise in Windows 10/11 and Microsoft Office 365.
Familiarity with PC imaging and basic hardware repair.
Basic knowledge of Ethernet network topology and mobile device troubleshooting.
Proven ability to explain complex technical concepts in layman’s terms.
Strong in adaptive prioritization. Be able to switch between high priority VIP Office requests to issues within our manufacturing processes.
Ability to lift 40 lbs, kneel/crawl to manage cabling under desks, and travel between local sites as needed.

Nice To Haves

Experience with ITSM tools
Certifications: CompTIA A+, Network+, or Apple Certified Support Professional (ACSP).
Familiarity with Active Directory or Microsoft Entra ID.
A passion for automating the mundane (e.g., using Intune/Autopilot to eliminate manual imaging).
You thrive in high-pressure, "explosive growth" environments where priorities shift rapidly.
You possess a builder mindset where you look at recurring problems and think about how to ensure they never happen again.

Responsibilities

Act as the initial point of contact for technical requests, providing "break-fix" support for workstation software, hardware, and printers.
Assist users across a diverse environment, including Windows PCs, Mac desktops/laptops, and mobile devices (iOS and Android).
Lead the "white glove" deployment of hardware, including installation, configuration, and deployment of monitors, keyboards, docking stations, and specialized software.
Maintain high standards of documentation within our ITSM system, ensuring all issues are resolved within established SLAs.
Maintain an organized IT storage environment, perform asset tagging and lifecycle tracking for all new hardware, and process returns, determining if devices should be refurbished or prepared for secure disposal.
Perform routine preventive maintenance to ensure system reliability and use diagnostic tools to resolve basic network connectivity and Office 365 challenges.
Partner directly with internal teams to implement internal IT projects such as security audits and hardware/software deployments.
Collaborate with all departments across the organization to understand their specific technical workflows and minimize downtime.
Serve as a translator, helping non-technical staff utilize existing technology to meet their specific business goals.
Work with department leads to identify and escalate recurring technical hurdles or widespread outages immediately.
Ensure all departments remain compliant with company security policies and hardware standards during setups and refreshes.