IT Technical Support Agent

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

As the IT Technical Support Agent you will be responsible for:

In this role you will have responsibility for supporting key infrastructure functions, including working closely with users, troubleshooting hardware and software at the desktop, participating in troubleshooting calls or meetings, and providing on site assistance for end users with level 2 Infrastructure issues, and assisting our end users with level 1 and level 2 Infrastructure issues. This role will be a technical position that will require good analytical and communication skills.

Position Location:This role will be on-site at our Larson HQ in Brookings, SD

Primary Responsibilities:

• Resolve IT service desk tickets/issues in a timely matter including documenting and creating knowledge articles
• Provide support at the desktop, troubleshooting, installing hardware and mobile devices both in person and to our remote users
• Assist with IT desktop deployments and image improvements
• Support our Manufacturing IT related hardware, including handhelds, barcode readers, printers and scanners
• Work closely with our Managed Services team on Windows 11 operating system devices in diagnosing issues
• Provide resolution of issues typically received in our IT ticketing system, including triaging issues, and if needed, escalating to other technical resources to solve
• Installation and wiring of computer and networking equipment.
• Publish knowledge base articles for users to provide self-service support, as well as for training and reference by other IT members
• Ability to work with IT vendors as needed, to solve problems

Job

Experience:

• Minimum of Associate’s degree in IT/IS related discipline
• 2+ years of work experience in service desk support and desktop support
• 2+ years of IT Desktop and Device problem solving experience
• 2+ years of customer service experience

Knowledge/

Skills:

• Experience handling IT service desk issues, specifically around MS Windows desktops
• Experience with Microsoft Active Directory and basic understanding of account management
• Experience with printers and bar scan devices
• Demonstrated troubleshooting experience
• Computer hardware repair and restoration experience
• Ability to diagnose and work with Windows 11 operating system devices
• Experience with ITIL and the use of in-house ticketing systems
• Experience using Service Now technology to track and drive project management performance tracking
• Customer service-oriented experience
• Solid Communication Skills

ADDITIONAL INFORMATION:

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $45,000 USD - $65,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.

In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and…