Tier 1 IT Support Technician

Lewis Bakeries • Murfreesboro, TN

7d • Onsite

About The Position

Lewis Bakeries is seeking a motivated, user-focused, entry-level Tier 1 IT Support Technician to provide first-line IT support to office, production, and warehouse staff across its locations. The role supports computers, printers, phones, Microsoft 365, and production and warehouse devices. Support is delivered by phone, remote tools, and in person on the production floor. Experience with company-specific systems is not required; training is provided.

The position is based on-site in Murfreesboro, Tennessee, and combines office and bakery production-floor environments. It involves typical business hours with flexibility according to support needs, as well as rotating on-call availability, including evenings and weekends as needed. Occasional travel between departments or locations may be required, with a stated maximum distance of six hours. Production-floor work requires following food-safety and GMP practices, including use of required protective equipment.

Requirements

• High school diploma or equivalent.
• Strong communication skills and a customer-service mindset.
• Basic technical knowledge of computer hardware, Windows operating systems, and Microsoft Office/Microsoft 365.
• Willingness to learn company-specific applications and devices; training is provided.
• Willingness to work hands-on in a production environment.
• Ability to follow food-safety and GMP practices on the production floor, including required protective-equipment rules.
• Availability for a rotating on-call schedule that includes evenings and weekends as needed.
• Ability to occasionally lift equipment weighing up to 50 pounds.

Nice To Haves

• Six months to one year of help desk or desktop support experience.
• Industry certifications such as CompTIA A+, Network+, or similar.
• Coursework or a degree in Information Technology, Computer Science, or a related field.
• Experience supporting iPads, Android tablets, or rugged scanners such as Zebra devices, including MDM tools such as SureMDM.
• Exposure to ERP systems such as Sage X3 or similar, and VoIP phone systems such as 3CX or similar.
• Experience in a manufacturing, food production, or warehouse environment.

Responsibilities

• Provide first-level support for hardware, software, and connectivity issues for office, production, and warehouse staff at each location.
• Perform password resets and account unlocks after following identity-verification procedures.
• Help users resolve VPN and MFA sign-in issues and suspected phishing.
• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint, and with Windows 10/11 issues.
• Troubleshoot basic network and Wi-Fi connectivity problems.
• Resolve common printer issues, including supplies, paper jams, print queues, and driver reinstalls.
• Support bakery production scales and PRIMS scale software, escalating hardware and configuration problems as needed.
• Troubleshoot bakery iPads and sales Android tablets, including app issues, Wi-Fi, device swaps, and resets.
• Support handheld scan guns restricted to specific applications, including scanning, app access, Wi-Fi, battery, and reset issues.
• Support warehouse scanning users with login issues and label printers, and create or deactivate operator accounts according to documented procedures.
• Provide basic phone-system support for desk phones, softphones, and floor and paging phones, including connectivity, voicemail PIN resets, and call issues.
• Provide first-level support for ERP access and printing issues, escalating functional questions to the appropriate team.
• Assist users with document scanning and access in the document management system.
• Support onboarding and offboarding, including workstation, account, and device setup and equipment collection.
• Log and track requests in the IT ticketing system, following documented resolution and escalation procedures.
• Communicate clearly and professionally with users and escalate complex issues to other IT team members.

Benefits

• Medical coverage, with weekly premiums as low as $10 and a low-deductible plan design.
• Comprehensive dental coverage, including orthodontic benefits for dependent children.
• Company-funded pension plan.
• 401(k) with company matching contributions.
• Company-paid short-term and long-term disability insurance.
• Paid vacation time.
• Paid holidays.
• Relocation assistance available for qualified candidates.
• Professional development opportunities and long-term career growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED