Position Location: Onsite - 815 Wernsing, Rd, Jasper IN
Job Summary: The Help Desk Technician serves as the first point of contact for IT support, providing timely and professional assistance to associates across office, production, and remote environments. This role emphasizes customer service, technical troubleshooting, and continuous process improvement while offering structured training and long-term career development opportunities.
Required Qualifications:
- Strong customer service, communication, and interpersonal skills.
- Ability to provide support via phone, email, ticketing system, and face-to-face interactions.
- Basic troubleshooting skills for PCs, printers, and peripheral devices.
- Strong organizational and problem-solving abilities.
- Flexibility to work different shifts and participate in an on-call rotation.
Preferred Qualifications:
- 1+ years of experience in an IT support or help desk environment.
- Exposure to Windows 10 and Windows 11 operating systems.
- Familiarity with Microsoft 365 applications (Outlook, Teams, Word, Excel, SharePoint).
- Basic experience supporting iOS devices or thin clients.
- Enrollment in or completion of technical training or certification programs.
Responsibilities:
- Troubleshoot PCs, printers, iOS devices, thin clients, and basic network connectivity issues across office, production, remote, and branch environments.
- Manage a service desk ticket queue while meeting established service-level targets.
- Deliver high-quality customer service and maintain clear communication throughout the support process.
- Document incidents, requests, and resolutions accurately in the ticketing system.
- Track hardware inventory, replacement parts, and software licenses as needed.
- Escalate issues to higher-level support teams when appropriate.
- Typically an 8 hour per day shift between the operational window of 6am to 5pm EST, 40 hours per week with occasional rotating half day Saturdays to support manufacturing production.
- Participate in a rotating on-call schedule to support after-hours IT needs.
- Identify opportunities to improve processes and reduce non-value-added steps.
Training and Development:
This role includes up to eight weeks of structured onboarding and training designed to prepare new technicians for success.
- Hands-on troubleshooting of PCs, printers, iOS devices, thin clients, and network connectivity issues.
- Guided experience managing ticket queues and documenting user issues effectively.
- Mentorship and coaching from experienced IT professionals.
- Opportunities to pursue relevant certifications such as CompTIA A+ or Microsoft Certified Modern Desktop Administrator Associate.
Career Growth:
This position offers a pathway into advanced IT roles such as Systems Administration, Network Engineering, or Network and Infrastructure Support.
Benefits:
- $18+/hour, based on experience.
- Medical, dental, vision and prescription insurance after 30 days.
- PTO + ten paid holidays after 30 days.
- Two Retirement Plans: 401(k) retirement plan with company matching contributions and participation in the ESOP.
- Ongoing professional development and training opportunities.
- Flexible scheduling to support work-life balance.
- Employee Assistance Program (EAP) for personal and professional support.
- Broad exposure to diverse technologies to build technical expertise.
