Desktop Support Technician

Digital & IT Associate – Tier 2 IT Support
Schedule: Monday–Friday | 7:00 AM–3:00 PM (1st Shift)
Experience Required: 1–2 Years
Work Environment: Manufacturing / Plant IT Support

Position Overview
We are seeking a Digital & IT Associate to provide hands-on technical support to employees in a manufacturing environment. This is an entry-level IT position ideal for someone with 1–2 years of experience supporting computers, software, networks, and end users.

The Digital & IT Associate will be responsible for troubleshooting technical issues, installing and maintaining hardware and software, and providing Tier 2 desktop support. This individual will also assist with basic network infrastructure, IT security compliance, and technical issues involving manufacturing equipment.

The ideal candidate is customer-focused, organized, comfortable working directly with employees, and able to manage multiple technical requests in a fast-paced environment.

Key Responsibilities
Desktop & End-User Support
- Provide daily, hands-on Tier 2 technical support to employees at one or more manufacturing locations.
- Troubleshoot and resolve issues involving desktops, laptops, printers, software, network connectivity, and user accounts.
- Install, configure, maintain, and troubleshoot computer hardware, software, and peripheral devices.
- Assist with employee and contractor onboarding, including workstation setup, system access, and basic IT training.
- Serve as the primary point of contact for deskside technical support.

IT Infrastructure & Network Support
- Assist with basic troubleshooting of servers, firewalls, network switches, circuits, endpoints, and Wi-Fi connectivity.
- Support network connectivity issues involving DNS, internet service providers (ISPs), and related infrastructure.
- Work with internal IT teams to identify and resolve technical problems.
- Assist with troubleshooting IT-related issues involving manufacturing equipment and systems.

Ticket Management & Documentation
- Use ServiceNow to create, track, update, and resolve IT support tickets.
- Investigate technical issues, identify root causes, and escalate complex problems when necessary.
- Document troubleshooting steps, solutions, and resolutions accurately.
- Monitor open support requests to ensure timely resolution.

IT Security & Collaboration
- Follow established IT security policies, procedures, and compliance requirements.
- Support security best practices related to user access, devices, and network connectivity.
- Collaborate with IT infrastructure teams, business users, and manufacturing personnel.
- Communicate technical issues and solutions clearly to both technical and nontechnical employees.
- Provide after-hours technical support when needed.

Required Qualifications
Education & Experience
- Bachelor's degree in Information Technology, Computer Science, or a related field; or relevant work experience while pursuing a degree.
- Minimum of 1 year of professional IT support experience.
- Experience providing desktop, deskside, helpdesk, or Tier 2 technical support.
- Previous experience using ServiceNow for IT ticket management.
- Experience with Azure DevOps.

Technical Skills
- Hands-on experience troubleshooting PCs, laptops, printers, software, and user access issues.
- General understanding of IT infrastructure, including networks, servers, switches, DNS, ISPs, and connectivity.
- Basic knowledge of network troubleshooting and hardware/software installation.
- Ability to diagnose and resolve technical issues in a business environment.

Communication & Organizational Skills
- Strong customer service and problem-solving skills.
- Excellent written and verbal communication.
- Ability to manage multiple support requests and shifting priorities.
- Strong organizational skills and attention to detail.
- Ability to work independently and collaborate with multiple IT teams.
- Willingness to provide after-hours technical support as needed.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.