Service Desk Representative 2

• Technical Support: Provide desk-side and remote technical support to users across departments and building locations.
• Ticket Management: Manage assigned tasks and timely respond to, document, and process Helpdesk tickets using ITSM or other approved systems.
• Hardware Support: Install, configure, maintain, and troubleshoot PCs, laptops, networked printers (including laser, label, and dot matrix), and related peripherals.
• Imaging: Perform system imaging and related administration for PCs, laptops, scanners, and other networked devices as assigned.

• Incident Documentation: Open, update, and close incidents in ITSM or other Helpdesk applications, ensuring accurate history and resolution notes.
• Data Management: Backup and restore user profiles and data in accordance with established procedures.

• Asset Management:
  • Follow asset naming and labeling standards.
  • Register IT assets in the asset management system.
  • Participate in scheduled physical asset inventory audits as required.

• Escalation: Escalate complex or unresolved issues to Service Desk Rep II or management when appropriate.
• Other Duties: Perform other duties as assigned by management.

• High School diploma or equivalent experience
• 0–1 year of experience in IT or strong technical aptitude (entry-level candidates welcome)
• Basic understanding of networking concepts and Windows operating systems
• Strong troubleshooting and logical problem-solving skills
• Proficiency with Microsoft Office and basic knowledge of Microsoft Exchange
• Ability to multitask, prioritize incoming requests, and work effectively both independently and in a team environment

• Familiarity with security solutions such as antivirus, DRM, or similar technologies
• Strong customer service skills with the ability to communicate effectively with internal and external users
• Excellent written communication skills, including proper grammar, spelling, and formatting
• Prior exposure to IT support or help desk environments

Availability

• Work Schedule: Scheduled hours may vary and are determined based on business and operational requirements within a three‑shift operation.
• 24/7 Operation: As this facility operates 24 hours a day, 7 days a week, the candidate must be available to provide coverage for different shifts (including nights, weekends, or holidays) from time to time as business needs dictate.

• Mobility: Ability to move between departments and work areas to provide desk‑side support and equipment setup.
• Equipment Handling: Ability to handle, transport, and install standard IT hardware such as computers, monitors, and printers.
• Positioning: Ability to perform job‑related tasks that may require bending, reaching, or accessing areas such as under desks to connect or install equipment.

• Collaborative & Supportive: Team members work closely together, sharing knowledge and stepping in to help ensure users are supported and downtime is minimized.
• Customer-Focused Mindset: Strong emphasis on professional, approachable, and solution-oriented support for users across all shifts and departments.
• Ownership & Accountability: Individuals take responsibility for issues from intake through resolution or escalation, ensuring accurate documentation and timely follow-through.
• Learning & Growth Oriented: Encourages ongoing skill development, hands-on learning, and exposure to a wide range of technologies in a dynamic factory setting.