Job Description

Job Location: Kannapolis, NC 28083
Position Type: Full TimeEducation
Level: 2 Year Degree
Salary Range: $26.44 - $33.65 Hourly

Job Shift: 2nd shift (afternoons)Why you would want to work on our team…
OUR MISSION:
To be the #1 service organization in the athletic industry.
OUR PURPOSE:
We exist to energize and galvanize teams and communities.
OUR VISION:
To be our customers most trusted partner for fast, high quality, thoughtful solutions.
OUR VALUES:
Humility, Team, Hunger, Ownership & Agility.
Our benefits package includes:
Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance
FSA
Paid Vacation, Paid Holidays, Floating Holiday, and Paid Sick Time
401(k) Plan, with annual Company Contribution
Discounts on Momentec Brands products (formerly ASB and FSG brands)
Clean work environment with a casual dress code…no uniforms!
JOB SUMMARY:
The Service Desk Technician provides frontline technical support to end users by troubleshooting hardware, software, and network issues. This role ensures employees receive timely, high‑quality assistance to maintain productivity. The technician logs and resolves incidents, fulfills service requests, and escalates issues as needed according to established procedures.

ESSENTIAL DUTIES & RESPONSIBILITIES (including other duties as required):
Technical Support
- Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, or walk‑up support
- Diagnosing and resolving issues related to:
- - Windows/macOS operating systems
- - Microsoft 365 and common business applications
- - Network connectivity, VPN, and wireless access
- - Printers, mobile devices, and peripherals
- - Workstations, shared kiosks, scanners, and devices essential to operations, shipping, receiving, and inventory control
- Perform basic troubleshooting of hardware components and replace faulty equipment when needed
- Support user account administration, including password resets, MFA assistance, and access management
Incident & Request Management
- Create, update, and resolve tickets in the IT service management (ITSM) system. (JIRA)
- Prioritize incidents and requests based on urgency and business impact
- Document all troubleshooting steps, solutions, and follow‑up actions clearly
- Escalate complex or unresolved issues to Tier 2/Tier 3 teams
System & Device Support
- Install, configure, and update software according to established standards
- Build, deploy, and maintain workstations, laptops, and mobile devices
- Assist with onboarding and offboarding processes, including equipment set up and retrieval
- Maintain accurate inventory of IT equipment and user‑assigned devices
Security & Compliance
- Follow IT policies, security standards, and data handling procedures
- Ensure devices meet compliance requirements, including patching, antivirus, and encryption
- Report potential security incidents or suspicious activity
SKILLS/QUALIFICATIONS/EDUCATION/LICENSES & CERTIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications
- Associate’s degree in information systems/computer science or 1–3 years of experience in IT support, help desk, or technical customer service
- Strong knowledge of Windows 10/11, macOS, Microsoft 365, and standard enterprise applications
- Experience with Jira
- Experience troubleshooting hardware, peripherals, and mobile devices
- Familiarity with Active Directory, Azure AD, and basic networking concepts
- Excellent customer service, communication, and problem‑solving skills
Preferred

Qualifications
- CompTIA A+, Network+, or similar certifications
- Experience with ITSM tools (ServiceNow, Jira, Freshservice, Zendesk, etc.)
- Understanding of ITIL practices and service management processes
- Experience supporting industrial or operational technology (OT) in a warehouse, manufacturing, or distribution center environment
Core Competencies
- Technical troubleshooting
- Customer‑first mindset
- Clear communication
- Time management and prioritization
- Adaptability and teamwork
- Attention to detail
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be provided which may pose serious health or safety risks to the employee or others, or which impose undue hardships on the organization.
- Ability to sit for extended periods of time (up to 8 hours)
- Ability to stand and walk regularly
- Occasionally, be able to lift/carry, push/pull up to 50 lbs.
- Frequent head and neck rotation
- Frequent handling, grasping, and writing as needed for daily tasks at a standard computer workstation
- Ability to constantly use a computer keyboard/mouse/monitor to enter data (repetitively)
- Ability to endure occasional movement bending, stooping, and reaching above shoulder level as needed for daily tasks
- Occasionally climb stairs to multi-level work site

WORK ENVIRONMENT:
- Primarily in an office but will be required to spend time on the shop floor
WORK HOURS:
- Full-Time, usually Monday-Friday, 11:00AM-7:00PM
- After-hours work may be requested frequently
- Weekend work may be requested occasionally
DRESS CODE:
- Dress appropriate/business casual
DISCLAIMER:
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Momentec Brands provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Momentec Brands complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Momentec Brands requires all candidates to pass a pre-employment drug screen (necessity varies by location) and background check.
Applicants have rights under Federal Employment Laws which can be found at the following sites by holding the Ctrl button and clicking on the link:
- Family and Medical Leave Act
https://www.dol.gov/agencies/whd/posters/fmla
- EEO
https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf
- Employee Polygraph Protection
https://www.dol.gov/agencies/whd/posters/employee-polygraph-protection-act
- E-Verify
https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf
- Right to Work
https://www.everify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf