Helpdesk Technician

Role Summary

The Tier 1 Help Desk Technician provides hands-on technical support in a fast-paced manufacturing environment. This role supports end users, troubleshoots hardware and software issues, maintains IT equipment, and manages service requests through timely resolution. The technician works throughout the facility, including the production floor, while delivering professional customer service and following established IT policies and security standards. This position offers opportunities to develop technical skills across IT systems and infrastructure and advance into higher-level support roles based on performance and business needs.

Responsibilities

• Provide first-level IT support for desktop, hardware, software, connectivity, and user access issues.
• Manage and update help desk tickets with accurate documentation and timely communication.
• Install, troubleshoot, and maintain computers, peripherals, cameras, cabling, networking components, production devices, and related equipment.
• Support users directly on the production floor and throughout facility locations.
• Gather diagnostic information, resolve issues when possible, and escalate complex technical problems appropriately.
• Perform cable installation, termination, and basic networking tasks.
• Conduct hands-on installation, equipment maintenance, and troubleshooting in an industrial environment.
• Follow IT policies, security standards, operational procedures, and equipment-handling practices.
• Collaborate with the IT team to provide responsive, professional technical support.
• Maintain attention to detail while managing changing priorities and multiple service requests.

Qualifications

• Basic understanding of computer hardware, software, connectivity, and troubleshooting concepts.
• Prior IT support experience, relevant technical schooling, or personal technology experience such as building PCs is preferred.
• Experience with a ticketing system is helpful but not required.
• Strong communication, problem-solving, organizational, and customer service skills.
• Ability to learn new technologies and adapt to changing priorities.
• Commitment to professionalism, attention to detail, teamwork, and timely follow-through.
• Ability to work primarily on-site in a manufacturing environment.
• Comfortable working around production equipment, heat, noise, and other industrial conditions.
• Ability to lift equipment, use ladders or lifts, and perform hands-on installation work as needed.
• Willingness to spend significant time away from a desk supporting users and equipment throughout the facility.

Publishing Pay Range: $18.00 – $22.00 hourly

This position is based in office and requires employee to work on-site.