Job Description

At Euclid Vision Group, technology isn't just infrastructure — it's the backbone of how we design, manufacture, and deliver life-changing vision products. We're looking for a Helpdesk Technician who's as comfortable resolving a ticketing queue as they are supporting end users across a dynamic medical device company.

This is a hands-on, high-visibility role for someone who loves solving problems and is looking to grow their career in technology.

What You'll Do

End-User Support

• Serve as the first point of contact for technical support requests via phone, email, web portal, and chat — delivering timely, courteous resolutions that keep the business moving
• Build genuine rapport with end users, gather the right information, and see issues through from first contact to resolution
• Prioritize, document, and escalate incidents according to established SLAs and ITIL best practices
• Develop help sheets, knowledge base articles, and FAQs that empower users and reduce repeat tickets
• Alert management to recurring issues and contribute to continuous improvement initiatives

Hands-On Technical Support

• Troubleshoot and repair desktops, laptops, printers, and peripherals — including devices on the manufacturing floor when remote tools aren't enough
• Set up, configure, and deploy computers and workstations for new and existing users
• Perform preventative maintenance on workstations and peripherals; deploy software packages and updates using distribution tools
• Support and learn topography installation processes, with opportunity to grow into minor topography device repairs and ongoing maintenance
• Provide onsite support for network infrastructure and key business/manufacturing systems, including AMP and NetSuite

What You Bring

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, plus 2+ years of IT service desk or helpdesk experience
• At least one IT certification completed or in progress (CompTIA A+, MCSA, MCSE, Office 365, Azure, or AWS)
• Solid knowledge of Windows and macOS operating systems, networking equipment (switches, routers), and A/V hardware
• Familiarity with Microsoft Office 365 and Azure environments
• Proficiency with diagnostic utilities such as Sysinternals, Wireshark, Remote Desktop, and similar tools
• Understanding of ITIL principles and a quality-first mindset
• Strong communicator — written and verbal — with genuine customer service instincts
• A fast learner who's detail-oriented, decisive, and comfortable picking up new systems and technologies (including specialized manufacturing tools like topography devices)
• Authorized to work for any U.S. employer

Why Euclid

You'll join a company making a real difference in how people see the world — literally. Our team is collaborative, our work is meaningful, and this role offers real growth for someone eager to expand their technical skills into specialized medical device and manufacturing environments.