IT Help Desk Technician - Swing Shift

• First-Line Technical Support: Provide timely and effective first-line technical support to end-users via phone, email, and in-person for hardware, software, and network issues.
• Troubleshooting & Resolution: Diagnose and resolve common IT problems, including desktop/laptop issues, printer malfunctions, software application errors, and basic network connectivity problems.
• System & Application Support: Assist users with common operating system issues (Windows, macOS), Microsoft Office Suite, and other business-critical applications utilized in both office and advanced manufacturing settings.
• User Account Management: Create, modify, and troubleshoot user accounts and permissions within Active Directory and other relevant systems.
• Hardware & Software Deployment: Assist with the setup, configuration, and deployment of new computers, peripherals, and software, ensuring adherence to company standards.
• Documentation & Knowledge Base: Accurately log all support requests, actions taken, and resolutions in the ticketing system. Contribute to and maintain IT knowledge base articles and troubleshooting guides for common issues.
• Escalation & Collaboration: Identify and escalate more complex or critical issues to senior IT staff or specialized teams (e.g., System Administrators, Network Engineers) when necessary, ensuring proper handover and diligent follow-up until resolution.
• IT Standards Adherence: Ensure all support activities and solutions comply with established global IT policies, procedures, and security best practices.
• Customer Service Excellence: Provide consistent and excellent customer service, maintaining a positive and helpful attitude while guiding users through technical solutions and ensuring a positive user experience.
• Perform additional responsibilities as needed to support business objectives. 

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience and certifications (e.g., CompTIA A+, Network+).
• 2+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role in a professional environment, preferably within manufacturing, industrial, or a high-tech sector.
• Strong troubleshooting skills for common hardware (laptops, desktops, printers, mobile devices) and software issues
• Familiarity with Active Directory for user and computer management, including password resets and group policy basics.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi connectivity, VPN).
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and patiently to non-technical users.
• Strong interpersonal skills and a highly customer-service-oriented approach.
• Ability to prioritize tasks, manage multiple requests efficiently, and work effectively under pressure.
• Self-motivated with a strong desire to learn and adapt to new technologies and processes.

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