IT Service Desk Technician

JOB SUMMARY

The IT Service Desk Technician II provides frontline and advanced technical support for end users across the organization. This role will handle both Level 1 and Level 2 support responsibilities, resolving the majority of user issues while escalating infrastructure-related issues to the infrastructure team when necessary. This role supports both office and manufacturing environments and is responsible for maintaining endpoint systems, troubleshooting user issues, supporting shop-floor technology, and ensuring timely resolution of service requests while delivering excellent customer service.

SUPERVISORY RESPONSIBILITIES

None.

DUTIES AND RESPONSIBILITIES

Provide frontline IT support for end users via phone, email, in-person, or ticketing system Diagnose and resolve hardware, software, operating system, and network connectivity issues Handle both Level 1 and Level 2 support requests, resolving issues whenever possible before escalation Escalate infrastructure, server, network, or security issues to the infrastructure team when appropriate Install, configure, and maintain desktops, laptops, printers, scanners, and mobile devices Support shop floor and operational technology including manufacturing workstations, scanners, and shared devices Administer user accounts, permissions, and access requests in Active Directory and Microsoft 365 Deploy and configure systems using standard imaging and endpoint management tools Log, track, and document incidents and service requests in the ticketing system Maintain accurate IT asset inventory and lifecycle documentation Develop documentation and knowledge base articles to improve support processes Assist with IT projects including hardware refreshes, software deployments, and technology rollouts Provide occasional support outside of standard hours for critical operational issues when required Perform additional assignments as directed by IT leadership Customer Service Orientation Technical troubleshooting and problem solving Attention to detail and documentation Time management and prioritization Team collaboration Adaptability and self-direction

REQUIRED SKILLS/ABILITIES

Excellent managerial skills Excellent verbal and written communication skills Basic knowledge of operations and project management Excellent organizational skills and attention to detail Strong problem-solving skills Basic computer skills with the capability of learning new programs/interfaces as needed, such as MSFT Word, Excel, Fishbowl Smartsheet and Salesforce Ability to read and understand blueprints Remote work may be available to those that qualify

EDUCATION AND EXPERIENCE

Associate or bachelor's degree in information technology, Computer Science, or related field (or equivalent experience) 3-5 years of experience in IT support, service desk, or desktop support roles Experience supporting manufacturing or operational environments preferred Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus

TRAVEL, HOURS OF WORK, & SUPERVISION

This position normally requires the individual to be physically present at one or more TBB manufacturing location Monday through Friday as deemed necessary. The IT Service Desk Technician ll may be required to travel extensively and may frequently be required to remain out of town on overnight trips in fulfillment of his or her job responsibilities. This position will report to

CIO. PHYSICAL REQUIREMENTS

(including but not limited to): Prolonged periods sitting at a desk and working on a computer. Ability to work in cubicle setting. Must be able to lift up to 15 pounds at times.

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Experience:

IT Support/Service Desk:

4 years (Required) Supporting manufacturing or Operational environments: 3 years (Required)

Microsoft Office:

1 year (Required) Blueprint reading: 2 years (Required)

License/Certification:

CompTIA A+, Network+, or Microsoft certifications (Required)

Work Location:

In person