IT Service Agent Reference-No.: 200004084 Department IT (Application, Architecture, Infrastructure & Service) Position Employee Location USA, Mobile Purpose & key responsibilities of the role: Serve as the first point of contact for IT incidents and service requests; escalate complex issues as needed. Manage incidents, requests, and IT assets within the ticketing system, ensuring accurate documentation. Administer user accounts and access rights across Lenzing Group IT services. Configure, deploy, and support PCs, laptops, printers, servers, network switches, and other IT equipment. Coordinate hardware and software orders and monitor the procurement process. Create user guides, technical documentation, and deliver user training when needed. Support production-related IT systems, including PIMS, BMS, PLS, and assist the Automation Team with DCS-related activities. Comply with all company business, quality, and safety policies. Our expectations for this exciting role: BS Degree in in Computer Science, Engineering, or related field. Appropriate training and experience can substitute for educational requirement. IT or related fields 3+ years of experience in IT support, help desk, or service desk environment Broad knowledge of MS Windows- and MS-Office products, SAP, and Ticket Management Systems Strong troubleshooting and problem-solving skills Excellent communication and customer service skills Ability to prioritize multiple tasks and work effectively in a fast-paced manufacturing environment Our benefits Excellent Medical, Dental and Vision insurance 401k with employer match Competitive pay and vacation 12 paid holidays A diverse and inclusive workforce where team members can grow and develop