Help Desk Technician

Position Overview:

The Level 2 Desktop Technician provides hands‑on technical support with an emphasis on break‑fix repair and direct hardware remediation across office, manufacturing, warehouse, and remote environments. This role requires demonstrated experience performing internal laptop and desktop diagnostics and repairs, including system disassembly and component replacement. Experience must extend beyond peripheral support and include physical system repair.

The technician resolves helpdesk and operational technology requests via ticketing systems and phone, supporting Windows, macOS, ChromeOS, mobile devices, IP telephony, printers, production‑floor technology, and conference room systems. Responsibilities include, but are not limited to, user account administration, onboarding and offboarding, deskside support, laptop imaging, and documenting troubleshooting steps and resolutions.

This position requires onsite support across multiple buildings, collaboration with IT team members, and participation in an on‑call rotation to support business‑critical operations in a 24/7 facility and international users outside of regular business hours.

Key Responsibilities:

Routine IT Functions

• Provide technical assistance and support for incoming requests and issues related to desktop systems, software, and hardware across both IT, production,and warehouseenvironments.
• Support office staff,production staff,production floor,and warehouse equipment.
• Assists in managing user profiles in Active Directory, Exchange, and Azure AD.
• Investigate, prioritize, and resolve issues in a timely manner while maintaining Helpdeskticket queue(ManageEngine ServiceDesk).
• Must have a personal vehicle and be able to drive and provide onsite support for 5 buildingswithin Somerset.
• Install and configure new desktops, laptops, tablets, and conference room technology with required company software, including Windows, macOS, Chromebooks, Android tablets, Vibe Boards, and Smart TVs.
• Assist with IP telephone support.
• Provide support for and maintain working knowledge of software and platforms used across the environment, including Adobe applications, Citrix, Microsoft Teams, Slack, ManageEngine products, Mosyle, Intune, Splashtop, Zscaler, SentinelOne, Tenable, and various AI tools.

Other Important Responsibilities:

• Handle email and telephone correspondence in a timely and professional manner.
• Respond to inquiries for the purpose of resolving problems, providing information, and or escalating issues to appropriate personnel.
• Perform other miscellaneous duties as assigned.

Qualifications:

• Minimum 3 to 5 years of industry experience.
• Bachelor's degree, A+, or Microsoft certifications.
• High level of computer literacy including working knowledge of Windows 10 and 11, ChromeOS, iOS, Android, Mac and Microsoft Office applications.
• Knowledge of AI fundamentals with entry‑level experience applying AI tools in a business or technical environment
• Excellent communication skills, both oral and written.
• Strong attention to detail and ability to self-check work.
• Excellent time management skills.
• Proficient in disassembling and servicing desktop and laptop systems to diagnose issues and replace components.
• Perform employee onboarding, laptop deployment, and offboarding tasks.
• Task-oriented mindset with excellent organizational skills, strong prioritization abilities, and the initiative to identify and act independently.
• Self-motivated, enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, creative and innovative.
• Document all troubleshooting steps, resolutions, and root cause details within each ticket prior to closure, and contribute solutions to the knowledge base as appropriate.
• Diagnose and resolve hardware, software, and peripheral issues for office staff and production-floor equipment across all Compo sites (Pierce, Davidson, Memorial, Roosevelt, Apgar buildings and Remote/International users).
• Maintain and manage shared printers, label printers, and production-floor barcode scanning equipment.
• Create, modify, and deactivate user accounts in Active Directory, Azure AD, and Microsoft Exchange in accordance with HR onboarding/offboarding checklists.
• Demonstrate strong understanding and knowledge of LAN/WAN/Wi-Fi architecture including VLANs, DHCP, DNS, and basic switch port identification across the campus network.
• Troubleshoot network connectivity issues at the desktop level, including ethernet drops and Wi-Fi authentication.
• Foundational understanding of AI tools and their practical application in a business or technical support environment.
• Maintains a clean, organized, and professional work area at all times, including personal workspace and shared IT storage areas, ensuring equipment, tools, and materials are properly stored, labeled, and free of clutter.

Physical requirements and work environment:

• Must be able to work beyond 40 hour week during upgrades or new functionality rollout if necessary.
• Must be able to work a flexible schedule, including potential weekends, early mornings, late hours, or staggered shifts.
• Participate in a rotating on-call schedule to provide off-hours and weekend support for the production floor and international users.
• Must have a valid driver's license and personal vehicle.
• Must be able to lift 50 lbs.
• Must be able to sustain office work for 8+ hours per day including the following:
  • Sitting in an office chair
  • Typing
  • Reaching for the telephone
  • Standing at office equipment
  • Hearing for phone use
  • Sight for computer use
  • Using a ladder
• Office environment is of moderate noise level.
• Production floor is of medium-high noise level.

About CompoSecureCompoSecure, a GPGI business (NYSE: GPGI), is the leading manufacturer of Premium Metal Payment Cards and also offers best-in-class Authentication and Digital Asset solutions. The Company's offerings combine elegance, simplicity, and security to deliver exceptional experiences and peace of mind, enabling trust for millions of people around the globe. For more information, please visit www.CompoSecure.com and www.GetArculus.com. 

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including medical, prescription, dental, and vision coverage; FSA/HSA options; company-paid life and disability insurance; 401(k) with company match; paid time off (PTO) and holidays; annual bonus opportunities; an employee assistance program (EAP); and opportunities for career growth and advancement.

Additional details will be provided during the hiring process.

CompoSecure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please note:CompoSecure does not accept unsolicited resumes from staffing agencies or third-party recruiters. Any unsolicited resumes sent to CompoSecure, including to our employees, will become the property of CompoSecure and may be used without any obligation to pay referral or placement fees. Any agency or recruiter seeking to work with CompoSecure's Talent Acquisition Team should contact our team directly by sending an email to recruiting@composecure.com.