Help Desk Technician

Position Overview

This Level 2 Desktop Technician provides hands‑on technical support with an emphasis on break‑fix repair and direct hardware remediation across office, manufacturing, warehouse, and remote environments. This role requires demonstrated experience performing internal laptop and desktop diagnostics and repairs, including system disassembly and component replacement. Experience must extend beyond peripheral support and include physical system repair.

The technician resolves helpdesk and operational technology requests via ticketing systems and phone, supporting Windows, macOS, Chrome

OS, mobile devices, IP telephony, printers, production‑floor technology, and conference room systems. Responsibilities include, but are not limited to, user account administration, onboarding and offboarding, deskside support, laptop imaging, and documenting troubleshooting steps and resolutions.

This position requires onsite support across multiple buildings, collaboration with IT team members, and participation in an on‑call rotation to support business‑critical operations in a 24/7 facility and international users outside of regular business hours.

• Provide technical assistance and support for incoming requests and issues related to desktop systems, software, and hardware across both IT, production, and warehouse environments.
• Support office staff, production staff, production floor, and warehouse equipment.
• Assists in managing user profiles in Active Directory, Exchange, and Azure AD.
• Investigate, prioritize, and resolve issues in a timely manner while maintaining Helpdesk ticket queue (Manage Engine Service Desk).
• Must have a personal vehicle and be able to drive and provide onsite support for 5 buildings within Somerset.
• Install and configure new desktops, laptops, tablets, and conference room technology with required company software, including Windows, macOS, Chromebooks, Android tablets, Vibe Boards, and Smart TVs.
• Assist with IP telephone support.
• Provide support for and maintain working knowledge of software and platforms used across the environment, including Adobe applications, Citrix, Microsoft Teams, Slack, Manage Engine products, Mosyle, Intune, Splashtop, Zscaler, Sentinel One, Tenable, and various AI tools.

• Handle email and telephone correspondence in a timely and professional manner.
• Respond to inquiries for the purpose of resolving problems, providing information, and or escalating issues to appropriate personnel.
• Perform other miscellaneous duties as assigned.

• Minimum 3 to 5 years of industry experience.
• Bachelor's degree, A+, or Microsoft certifications.
• High level of computer literacy including working knowledge of Windows 10 and 11, Chrome
  
  OS, iOS, Android, Mac and Microsoft Office applications.
• Knowledge of AI fundamentals with entry‑level experience applying AI tools in a business or technical environment.
• Excellent communication skills, both oral and written.
• Strong attention to detail and ability to self‑check work.
• Excellent time management skills.
• Proficient in disassembling and servicing desktop and laptop systems to diagnose issues and replace components.
• Perform employee onboarding, laptop deployment, and offboarding tasks.
• Task‑oriented mindset with excellent organizational skills, strong prioritization abilities, and the initiative to identify and act independently.
• Self‑motivated, enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, creative and innovative.
• Document all troubleshooting steps, resolutions, and root cause details within each ticket prior to closure, and contribute solutions to the knowledge base as appropriate.
• Diagnose and resolve hardware, software, and peripheral issues for office staff and production‑floor equipment across all Compo sites (Pierce, Davidson, Memorial, Roosevelt, Apgar buildings and Remote/International users).
• Maintain and manage shared printers, label printers, and production‑floor barcode scanning equipment.
• Create, modify, and deactivate user accounts in Active Directory, Azure AD,…