IT Service Desk, Evansville

Based on-site at Taylor Made’s Evansville, Indiana distribution facility, the Site IT Technician is the first point of contact for technology support across the shipping and distribution floor. This hands‑on role troubleshoots enterprise applications, hardware, networking, and infrastructure, and keeps production‑floor computers, printers, label printers, and RF/barcode scanners running smoothly. Working closely with the central Service Desk and infrastructure teams, the technician reports and escalates connectivity and infrastructure issues following established procedures.

Success in this role means strong troubleshooting skills across varied systems, clear communication, and consistently meeting service metrics for speed, first‑call resolution, and customer satisfaction.

• Provide excellent, professional customer service to all users across all communication channels.

• Resolve incidents and service requests in a timely manner, meeting established service level agreements.

• Receive and log all incoming incidents, requests, questions, and issues submitted via phone, walk‑in, email, chat, or ticketing system.

• Triage incoming issues as they arrive, identifying and addressing high‑priority, high‑impact situations requiring immediate attention.

• Serve as the first point of contact for technical incidents on the distribution and shipping floor, resolving or escalating them in line with established service levels.

• Manage and maintain production‑floor computers, workstations, and printers, including thermal and label printers.

• Support operational technology (OT) production devices—such as label printers, RF/barcode scanners (RF guns), and mobile scanning equipment—used across shipping and distribution.

• Provide first‑line support for the site’s shipping and distribution applications (WMS, manifesting, scanning), escalating complex issues to the system owners or central IT.

• Report on‑site network, connectivity, and infrastructure issues to the central IT team and assist with resolution under their direction.

• Identify and recommend process improvements to the IT team, and help implement them as directed.

• Use AI‑powered tools such as Microsoft Copilot to work efficiently on day‑to‑day tasks.

• Meet or exceed goals for first‑call resolution, customer satisfaction, timeliness, and ticket backlog reduction.

• Update centralized information systems with accurate, detailed documentation and maintain accurate inventory and consistent configurations.

• Escalate complex issues to appropriate IT team members or specialists following established procedures.

• Collaborate regularly with IT peers to ensure continuous alignment and knowledge sharing.

• Create and reference knowledge base articles within the ITSM tool to support continuous improvement.

• Strictly adhere to all security and compliance‑related requirements and policies.

• Complete recurring and scheduled tasks according to established timelines.

• Identify and elevate all security vulnerabilities, risks, or compliance concerns immediately.

• Build and deploy computers, configure operating systems, and set up user profiles.

• Manage computer assets, maintaining accurate inventory and consistent configurations.

• Perform other related responsibilities as required.

• Ability to sustain a fast pace while effectively context‑switching across a wide variety of technical issues.

• Build and maintain positive relationships with users at all levels, including executives.

• Strong incident management skills, including the ability to restore service immediately with workarounds and communicate effectively according to urgency.

• Excellent written and verbal communication skills for coordinating with users, global teams, and IT peers.

• A…