Job Description

The IT Help Desk Technician serves as the first point of contact for technical support across a growing multi-site manufacturing and distribution organization. This role provides frontline support for end users in the United States, Mexico, and the United Kingdom, ensuring reliable operation of desktops, laptops, mobile devices, business applications, and core IT services.

As the company continues to scale, this position plays a critical role in delivering responsive customer service, maintaining operational continuity, supporting standardized IT processes, and helping drive technology adoption across corporate offices, warehouses, manufacturing facilities, and remote users.

The ideal candidate is customer-focused, highly organized, technically curious, and able to thrive in a fast-paced environment supporting both office and production operations. This position requires strong communication skills, attention to detail, and the ability to prioritize and resolve issues efficiently while collaborating with Tier II/III support teams and external vendors.

Essential Duties & Responsibilities

End User Support

• Serve as the primary point of contact for employees requiring IT assistance via phone, email, ticketing system, and remote support tools
• Provide Tier I technical support for desktops, laptops, printers, mobile devices, conferencing tools, and standard business applications
• Troubleshoot hardware, software, connectivity, VPN, account access, and peripheral issues
• Support both onsite and remote employees across multiple locations and time zones
• Deliver exceptional customer service while maintaining professionalism and urgency in resolving issues

Incident & Request Management

• Log, categorize, prioritize, and track support requests within the IT service management (ITSM) platform according to established service levels and business impact
• Escalate unresolved or complex issues to Tier II/III support teams with proper documentation and troubleshooting details
• Monitor and follow up on open tickets to ensure timely resolution and user satisfaction
• Communicate issue status, estimated timelines, and resolution updates to end users and management

User & Systems Administration

• Perform user account setup, maintenance, password resets, access provisioning, and deactivation activities in accordance with company security policies
• Assist with onboarding and offboarding activities including workstation setup, software deployment, and equipment provisioning
• Support Microsoft 365, Active Directory, email systems, VPN access, wireless connectivity, and collaboration tools
• Maintain inventory records for IT hardware, software licenses, and assigned equipment

Operational & Technical Support

• Assist with workstation imaging, deployments, upgrades, and routine maintenance activities
• Support manufacturing and distribution environments by troubleshooting production-floor technology and business systems as needed
• Participate in system rollouts, office expansions, infrastructure upgrades, and continuous improvement initiatives
• Create and maintain technical documentation, user guides, and knowledge base articles
• Generate periodic reporting related to ticket trends, response times, asset tracking, and recurring support issues

Security & Compliance

• Follow established cybersecurity, data protection, and IT governance policies
• Identify and report potential security concerns, phishing attempts, or unauthorized access issues
• Support endpoint protection, patching, and device compliance initiatives

Qualifications & Skills

Required Skills

• Strong customer service orientation with excellent verbal and written communication skills
• Ability to work effectively with employees at all organizational levels, including manufacturing personnel, corporate staff, and leadership
• Strong troubleshooting and analytical problem-solving abilities
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment
• Self-motivated team player with a willingness to assist across a broad range of IT initiatives
• Strong organizational skills and attention to detail
• Ability to document issues and technical procedures clearly and accurately

Technical Knowledge

• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless networking
• Familiarity with Active Directory, endpoint management, remote support tools, and ticketing systems
• Experience supporting laptops, desktops, printers, mobile devices, and conferencing technology
• Exposure to ERP, CRM, manufacturing, or distribution systems is preferred
• Understanding of cybersecurity best practices and endpoint security concepts preferred

Preferred Technologies & Platforms

Experience with or exposure to:

• Microsoft 365 / Exchange Online
• Active Directory / Azure Active Directory
• VPN and remote access technologies
• IT ticketing and asset management systems
• ERP and business systems within manufacturing or distribution environments
• Mobile device support (iOS and Android)
• Network and wireless troubleshooting
• Microsoft Teams and collaboration technologies

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field preferred
• High school diploma or equivalent required
• 2+ years of experience in Help Desk, Technical Support, or IT Support roles preferred
• Experience supporting users in a multi-site or manufacturing environment is a plus
• Relevant technical certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus

Work Environment & Expectations

• Support may include corporate offices, warehouses, manufacturing facilities, and remote employees
• Occasional after-hours or weekend support may be required for system maintenance or critical incidents
• Limited travel to company locations may be required
• Ability to lift and move standard IT equipment up to 40 pounds