End-User Support & Service DeskProvide Tier 1/Tier 2 technical support via Freshservice ticketing system, phone, remote tools, and in-person assistanceReceive, prioritize, document, and resolve end-user incidents and service requests in Freshservice in accordance with SLA expectationsEscalate issues appropriately to higher-tier IT resources or vendorsTroubleshoot hardware, software, and connectivity issues using structured diagnostic and problem-solving techniquesDevice & Endpoint ManagementConfigure, deploy, and support Windows, macOS, and iOS devices including laptops, desktops, tablets, and mobile devicesPerform employee onboarding and offboarding, including device provisioning, account setup, access changes, and equipment recoverySupport and maintain Dell laptops/desktops, thin clients, Apple MacBooks, iPhones, and iPadsAssist with endpoint lifecycle management including imaging, replacement, refresh, and retirementIdentity & Access SupportAdminister and maintain user accounts, group membership, and access in Microsoft Active Directory and cloud identity platformsSupport Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePointAssist with MFA, password resets, and access troubleshooting Apple & Mobile Device SupportSupport Apple Business Manager workflows and mobile device management processesProvide direct support for macOS and iOS devices used by leadership and sales teamsTroubleshoot mobile connectivity including Wi-Fi and cellular servicesManufacturing & Plant TechnologySupport printing and labeling solutions including copiers, badge printers, and production label printersTroubleshoot and support handheld and scanning devices used in plant operationsProvide on-site support in production and refrigerated environments as neededCollaboration & Conference SystemsSupport conference room and collaboration technology including displays, audio/video systems, and conferencing platformsOperational ResponsibilitiesParticipate in a rotational 24x7 on-call schedule, typically one week at a time, approximately once per month (depending on team size), including nights, weekends, and holidaysDocument procedures, known issues, asset information, and solutions within Freshservice to support operational consistency and accurate inventory recordsFollow ITIL-aligned incident, request, and change management processes
4-7 years
5+ years experience preferred#IND123
Associate or Bachelor's degree in Information Technology, Computer Science, Systems Administration, or a related field, or equivalent hands-on experience. Minimum of three (3) years of experience in an IT support, help desk, or systems support role is requiredVerbal and written communication skills with the ability to support both technical and non-technical usersExperience working in a corporate help desk or IT support environmentProficiency with Microsoft 365 applications (Outlook, Teams, Excel, Word, PowerPoint)Working knowledge of Windows and Apple operating systems in an enterprise environmentFamiliarity with SharePoint, OneDrive, and Exchange OnlineUnderstanding of wired, wireless, and cellular networking conceptsBasic knowledge of ITIL concepts and service management best practicesExposure to ERP, QMS, or other enterprise business systemsOccasional travel between company locations as needed (estimated up to 10?15%)Ability to work independently, prioritize tasks, and take initiative with minimal supervision
Bachelors
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