Job Duties

• Serve as the primary point of contact for end-user technical support requests (phone, email, ticketing system).
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Document, track, and manage incidents and service requests through a ticketing system.
• Escalate complex issues to higher-level support when necessary.
• Install, configure, and maintain desktops, laptops, and peripheral devices.
• Perform routine system maintenance, including applying updates and patches to servers and end-user devices to ensure performance, stability, and security.
  
• Assist with user account administration and access control, while supporting established IT security standards and best practices in a Microsoft environment.
• Ability to diagnose, troubleshoot, and repair production laser and thermal printers, including determining when replacement is necessary.
• Maintain accurate documentation of inventories, work instructions and problem resolution.
• Assist in implementing and improving IT processes and procedures.
• Provide follow-up support to ensure issues are fully resolved and users are satisfied.
• Support organizational compliance with internal policies, quality standards, and regulatory requirements.
• Participate in on-call or after-hours support 24/7 as needed.

Requirements

• Minimum of a high school diploma required; additional technical training or relevant coursework preferred.
• 2 years of experience in IT support or a related field preferred
• Relevant industry certifications (such as CompTIA A+, Network+, or equivalent) are encouraged.
• Working knowledge of computer hardware, operating systems, networking fundamentals, and standard office productivity applications.
• Working knowledge of troubleshooting methodologies for computer hardware and software using diagnostic tools.
• Strong customer service mindset with the ability to communicate technical concepts in clear, user-friendly terms
• Self-motivated, reliable, and able to work independently with minimal supervision
• Strong attention to detail with the ability to prioritize and manage multiple tasks effectively
• Ability to perform in fast-paced or high-pressure manufacturing environment
• Proven ability to work collaboratively in a team-oriented environment
• Excellent interpersonal, communication, and problem-solving skills

Working Conditions

• Provide on-site technical support in production and operational environments while minimizing disruption to business activities
• Lift, move, and transport equipment such as computers, peripherals, and related hardware (moderate lifting required)
• Work effectively in fast-paced, high-pressure environments with competing priorities
• Manage multiple tasks simultaneously while maintaining attention to detail and safety standards

This job description is not inclusive. The duties, experience, functions, and any other descriptions herein may be changed at any time and other duties may be assigned as necessary. The company reserves the right to add, delete, or otherwise alter these responsibilities when and as necessary.