Help Desk Representative

The Help Desk Representative is a first‑contact technical solutions provider serving a critical function within Printpack’s IT Technical Support team.

• Provide top‑notch customer service primarily through phone, and at desk‑side locations as needed.
• Perform diagnostics and determine the best resolution based on customers’ needs.
• Deploy PC images and install applications for end‑user hardware computing devices.
• Provide end‑user support for Microsoft Office Suite 365, including Outlook, SharePoint, One Drive, and Teams.
• Create and resolve service tickets within the predefined service‑level agreements.
• Escalate tickets to appropriate departmental teams when necessary.
• Take ownership of issues and follow through to completion.
• Be available for after‑hours support as scheduled and for emergency outages.
• Support strategic corporate initiatives and projects.
• Provide 1st‑level hardware support for HP desktop and notebook PCs.
• Provide 1st‑level software support for Windows 11 and Microsoft Office 365 suite.
• Troubleshoot, configure, and resolve application and software issues.
• Troubleshoot remote access issues from remote locations (internet connectivity, wireless access, VPN).
• Document, log, and track inquiries using the ticketing system.
• Identify, evaluate, and prioritize customer problems and complaints to ensure appropriate resolution.
• Use IT internal system utilities and have a basic understanding of LAN/WAN technologies.
• Work within a team environment to support overall departmental goals.
• Understand Printpack systems and functionality.

• Experience in providing 1st‑level IT support and troubleshooting.
• Strong communication and analytical skills.
• Ability to prioritize work, multi‑task, and make decisions in a variety of situations.
• Knowledge of PC hardware, operating systems, and productivity software.
• Familiarity with remote access solutions and basic networking concepts.
• Ability to document and track service tickets using a ticketing system.
• Willingness to be on call for after‑hours support.

Printpack is proudly an equal‑opportunity employer committed to creating an inclusive environment. We do not discriminate based on race, color, religion, sex, national origin, gender identity, sexual orientation, marital or parental status, genetic information, age, disability, or any other characteristic protected under applicable law. To request a reasonable accommodation for your application, please contact  and include a brief description of the accommodation you are requesting.