IT Support Tech

Take the next step with an exciting and growing company. As the only fully integrated maker of premium quality wire, rope, and assemblies, Loos & Co holds a leading position in the global aerospace sector. A division of the Central Wire (CWI) Group of Companies encompassing 12 locations in three countries, 750+ employees, and over six decades of excellence, Loos & Co solutions are found in mission critical flight control applications.

Our precision-manufactured components are also used for defense, med tech, and heavy industry purposes around the world, in large part because of the people behind our products. Do you have a strong work ethic? Take pride in a job well done? Are you passionate about contributing to individual and team, company and customer successes? If you’re interested in joining a dynamic work environment that offers opportunities to reach your full potential, we want to hear from you.

This is a fully in-office role in Pomfret, CT.

The IT Support Technician provides responsive, hands-on technical assistance that supports the availability, functionality, security, and efficient use of information technology systems across Central Wire locations. As a member of the Business Direct Customer Support Team, the position serves as a first point of contact for user incidents and service requests involving desktop and laptop computers, printers, scanners, Microsoft 365 applications, telephone systems, accounts, and related peripherals.

Working primarily from established procedures and under the guidance of the Business Systems Analyst Team and Security and Infrastructure Team, the IT Support Technician I diagnoses routine issues, performs approved configurations and installations, documents work in the ticketing system, and escalates matters requiring advanced analysis or specialized authority. The position also maintains accurate technology records, supports onboarding and user training, assists with technology deployments and projects, and helps maintain an organized inventory of IT equipment.

• Provide timely, professional first-line technical support to more than 500 users in an international, multi-site environment.
• Respond to help desk telephone calls, email requests, and tickets; gather relevant information and determine the nature, urgency, and business impact of reported issues.
• Troubleshoot routine hardware, software, connectivity, access, printing, scanning, and peripheral issues using established diagnostic procedures and available knowledge resources.
• Assist users with the effective use of approved IT systems, applications, and equipment.
• Resolve issues within assigned authority and technical capability; route or elate complex application, infrastructure, cybersecurity, or recurring issues to the appropriate support group.
• Keep users informed regarding ticket status, expected next steps, and resolution.

• Create and maintain complete, accurate, and timely ticket records in the established IT service-management system.
• Document symptoms, diagnostic steps, actions taken, equipment or systems affected, escalation details, and final resolution.
• Monitor assigned incidents and service requests through closure and follow up to confirm an effective resolution.
• Create and update knowledge‑base articles, build instructions, and repeat‑fix documentation when appropriate.

• Following established procedures and with guidance as needed, configure, install, deploy, update, replace, and support desktops, laptops, printers/copiers, telephone equipment, approved software applications, and related peripherals.
• Perform basic…