Tier 1, IT Helpdesk Support

Prinova US•Spring Hill, TN

12h•Onsite

About The Position

Unlock your potential with Prinova We are Prinova, a leading global supplier of ingredients and premix manufacturing solutions, and trusted by the world’s best-known food, beverage, and nutrition brands. Part of the NAGASE Group, our expertise lies in Ingredient Distribution, Manufacturing Solutions, and Customized Services. Our global network of colleagues, located in offices and manufacturing facilities around the world, deliver sustainable value-added solutions to our customers. We are recognized for our deep expertise, commitment to excellence, and bold innovation, which have earned us a strong reputation as a trusted industry leader. Wherever your career is headed, you’ll find direction, opportunity, and belonging with us. Tier 1, IT Helpdesk Support Department: IT Location: Spring Hill, TN Tier 1 Help Desk Technicians serve as the first point of contact for technical issues and service requests. They are responsible for initial troubleshooting, ticket documentation in ConnectWise PSA, and escalation to Tier 2 when necessary.

Requirements

Associate's degree (A.A.) or equivalent from a two-year college or technical school, and six months of applicable experience in the IT area.
Strong, proven working background in IT Help Desk Support.
Basic knowledge of Windows/mac IOS, computer hardware, and common business applications
Experience with imaging, deployment, and configuration of desktop and laptop machines
Ability to install, configure, and troubleshoot software, hardware, and peripherals
Fundamental understanding of networking concepts (Wi Fi, IP addressing, printers)
Detail oriented with strong documentation and ticket management practices
Ability to multitask and prioritize effectively in a fast paced environment
Strong customer service, communication, and problem solving skills
Ability to lift up to 35 lbs.
Work environment is generally in an office setting.
Ability to view a computer screen and type for extended hours.
Ability to sit and stand for extended periods of time.
Other physical requirements include moderate standing and occasional squatting, bending, and twisting.
Ability to adjust work schedule as business needs require.

Nice To Haves

Familiarity with ticketing systems and escalation procedures a plus
CompTIA A+ or similar certification preferred (or willingness to obtain)

Responsibilities

Incident & Request Handling Respond to user inquiries ticket portal.
Perform basic troubleshooting for: Windows OS issues Microsoft 365 (Outlook, Teams, OneDrive) Password resets, MFA setup Printers, VPN, and basic network connectivity Apple Device Support, iPhone & iPad IT Project Support
Provide clear communication and set expectations for resolution times.
Ticket Management (ConnectWise PSA) Create and update tickets with accurate details, time entries, and status changes. Follow service board workflows and SLA guidelines. Document troubleshooting steps and resolutions for knowledge base.
Escalation Process Escalate tickets to Tier 2 when: Issue involves advanced networking, server-side troubleshooting, or security incidents. Standard troubleshooting steps have been exhausted. Include: Detailed problem summary Steps taken and results Screenshots/logs Business impact Maintain ownership until Tier 2 accepts and updates the ticket.
Tools & Systems ConnectWise PSA – Ticketing, time entry, SLA tracking Remote support tools (e.g., ConnectWise ScreenConnect) AD Manager (basic tasks) Citrix Management Studio (when applicable)
Performance Expectations First Contact Resolution (FCR): Maximize resolution at Tier 1. SLA Compliance: Meet response and resolution targets. Escalation Quality: Provide sufficient context for Tier 2 handoff.
Assists users with electronic needs for meetings (projector, video conference, etc.).
Additional Support Projects and other duties as deemed necessary by IT, Network Integration Management