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Tier 1 Desktop Support Technician
Employment Type:
Contract To Hire
Application Link: 4551
Job Description
Tier 1 Desktop Support Technician
Position Type: 6-Month Contract-to-Hire
Schedule: Full-time, 40 hours/week
Location: Onsite
Conversion Salary: $50,000-$60,000
Position Overview
We are seeking a customer-focused Tier 1 Desktop Support Technician to join our IT team and serve as a first point of contact for employees across the organization. This is a hands-on desktop support position supporting both office personnel and employees on the production floor.
The ideal candidate is someone who genuinely enjoys helping people, communicates well, and is excited to build their technical skills in a fast-paced manufacturing environment. This is not a traditional call-center help desk role. You will spend time troubleshooting hardware, workstations, applications, and connectivity issues in person throughout the facility.
You will work closely with Tier 2 support and other IT team members, escalating more complex issues while maintaining ownership of the end-user experience.
Key Responsibilities
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Serve as the first point of contact for IT support requests through the ticketing system, phone, and two-way radio.
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Provide hands-on desktop support to approximately 300–350 workstations across office and production environments.
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Respond to production-floor support requests and troubleshoot workstation, peripheral, and connectivity issues.
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Troubleshoot common Microsoft 365, Windows, Outlook, hardware, printer, peripheral, Wi-Fi, and VPN issues.
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Perform basic Active Directory and user administration, including password resets, account access, and permissions.
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Assist users with application issues, installations, and basic troubleshooting.
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Follow established documentation and procedures to resolve common technical issues.
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Properly document troubleshooting steps and resolutions in Freshservice.
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Escalate issues requiring additional technical expertise to Tier 2 support.
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Assist the team in working through the existing ticket backlog.
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Collaborate with other IT team members and departments to resolve issues efficiently.
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Participate in an on-call rotation and occasional Saturday coverage as needed.
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Previous IT, help desk, desktop support, or technical customer service experience preferred.
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Relevant IT education, coursework, or certifications may be considered in place of professional experience.
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CompTIA A+ certification or progress toward certification is a plus.
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Basic understanding of:
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Microsoft 365
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Windows operating systems
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Active Directory
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Hardware and peripherals
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Wi-Fi and VPN connectivity
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Basic troubleshooting methodology
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Strong customer service and communication skills.
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Ability to explain technical information to non-technical users.
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Strong problem-solving skills and willingness to learn.
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Ability to work independently while knowing when to escalate an issue.
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Manufacturing, agriculture, food production, or other industrial experience is a plus.
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Spanish/English bilingual skills are highly preferred but not required.
This position will spend approximately 50% of the workday at a desk and the remainder providing hands-on support throughout the facility. The production floor is the heart of the operation, so this position must be comfortable working in an active meat-processing/manufacturing environment.
The role may involve exposure to cold and hot temperatures, strong odors, grease, and other conditions associated with a meat-processing facility. Candidates must be comfortable working in this environment and regularly walking throughout the production floor.
The team operates on a collaborative, family-oriented culture where employees work hard, support one another, and take pride in the work they do.
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