IT Help Desk Specialist, Senior

GET TO KNOW US:

FM Industries can promise you an environment that not only encourages your best, but also rewards it with plenty of room to grow. FM industries is a premier manufacturing solutions provider. We specialize in build to print, precision machined components, anodizing and engineered thermal spray coatings. We provide customers leading edge support from protype to production.

SUMMARY OF POSITION:

Responsible for providing exceptional technical support to employees, contractors, and temporary staff across multiple sites. In this role, you will support a Windows 7/10/11 environment and serve as a key point of contact for resolving complex technical issues. We're looking for someone who brings a take-charge, proactive mindset and a genuine passion for information technology and helping people. The ideal candidate thrives in a fast-paced environment, communicates clearly, and consistently delivers outstanding customer service.

• Serve as primary point of contact for tickets, phone calls, and email requests related to IT support issues.
• Resolve or escalate Level I and II tickets while maintaining ownership through completion, including proactive follow-up with requestors on status and progress.
• Configure new-hire equipment such as computers, desk/mobile phones (iOS and Android), and peripheral devices.
• Create Windows accounts and assign network access rights as part of the onboarding workflow.
• Coordinate repairs and maintenance of office printers and computing equipment with external vendors.
• Maintain standardized configurations for user computer systems in alignment with established IT policies.
• Develop and publish support documentation to assist users with training and self-service needs (KB).
• Provide basic in-house training on Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Support conference room A/V systems to ensure reliable audio and video functionality.
• Maintain and monitor the asset database to ensure accurate hardware and software inventory records.
• Travel occasionally as required.

Qualifications:

• Minimum 5 years of technical support experience and 5+ years working in a Windows-based environment.
• Bachelor's degree preferred in Information Systems, Business, Communications, or a related field.
• Microsoft Certified Solutions Associate (MCSA) - is a plus.
• Strong understanding of core network protocols including DHCP, DNS, TCP/IP, NSLOOKUP, VPN, and Remote Desktop.
• Advanced knowledge of Microsoft operating systems with emphasis on Windows 11, Office 365, and Exchange.
• Experience troubleshooting in networked environments including permissions, calendar sharing, and delegation.
• Basic Active Directory administration for user accounts and security groups.
• Working knowledge of file server structures such as mapped drives and UNC paths.
• Strong problem-solving and troubleshooting skills for Windows operating systems and Microsoft Office applications.
• Ability to clearly communicate technical information-both verbally and in writing-to a wide range of end users with varying skill levels.
• Strong oral and written communication skills that support effective troubleshooting and customer interaction.
• Ability to engage customers professionally with a friendly, service-oriented approach.

CULTURE:

At FM Industries our success is powered by people and technology. Our culture is what makes FM a fun and rewarding place to work. We champion diversity and we are always seeking new ways to amaze our customers. Success is celebrated and integrity is the core of who we are at FM Industries.

WHAT CAN WE OFFER YOU FOR ALL YOUR HARD WORK?

Competitive salaries

Paid time off program

Medical, dental, vision coverage

401(k) Retirement Savings - with a generous company match

Give us your best and we'll give you ours!