Support Technician

Job Description

Lancer Worldwide, a Hoshizaki Company, is an award‑winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations.

The IT Support Technician is responsible for providing comprehensive end‑user support in a Microsoft Windows network environment. This role involves troubleshooting and resolving technical issues, maintaining high-level employee communication, and ensuring adherence to established support SLAs. The technician will contribute to daily ticket tracking, mentor team members, and ensure the accuracy of resolved tickets. Additionally, the role includes deploying new IT hardware, software, and network systems, as well as maintaining organized work and storage areas.

• Maintain high-level employee communication by following established support SLAs.
• Contribute to and monitor the daily ticket tracking to ensure IT meets daily resolution goals.
• Monitor the completeness and accuracy of resolved tickets to ensure proper reporting.
• Oversee all IT work area cleanliness processes to ensure a clean, organized and standard work and storage areas.
• Ensure all systems and system activities are standardized and well documented to allow for proper training and pass down of systems knowledge, activities and support as well as adherence to all applicable auditing for NIST, JSOX, ISO and others as necessary.

• Respond to requests for technical assistance through the Lancer Helpdesk system.
• Analyze, solve or elevate issues with IT hardware, software, services, and network systems.
• Advise users on procedurally defined and/or optimal use of technical resources.
• Follow and assist in the development of standard helpdesk practices.
• Log all service interactions and document resolutions.
• Prioritize support requests to achieve company objectives, escalating critical requests when appropriate.
• Resolve problems and communicate with customers in a professional and positive manner, promoting a positive department image.
• Assist in deployment of new IT hardware, software, services, and network systems.
• Apply pre-defined permissions to folder directories.
• Clean and organize IT work areas and storage areas as directed.
• Track IT assets utilizing defined systems.
• Work with outside technical support services.
• Other duties as trained and assigned.

• Provide level‑one desktop and application support to end users, whether on site or remote, via the phone, email, Teams and other communication methods as required.
• Troubleshoot, build and deploy PCs and printers as required.
• Support all Microsoft Office products and other Lancer provided applications.
• Independently identify, troubleshoot, document, and replicate user problems.
• Outstanding interpersonal, communication, customer service, and problem determination skills.
• Ability to troubleshoot Windows PC operating systems hardware, and peripherals.
• Must be able to take initiative and work with minimal guidance.
• Ability to manage multiple tasks and priorities including good time management skills.
• Ability to mentor and assist in training less experienced Help Desk personnel.

• Minimum 1 year work experience in Information Technology maintaining networks in a Windows Domain and/or Active Directory environment.
• Certifications such as ITIL Foundation, CompTIA A+, Security+, or Network+ are a plus, but not required.
• Must have experience with Helpdesk software utilizing standard ITIL practices.
• Experience with Dell and Lenovo equipment is highly desired.
• In-depth technical experience working with PC software, operating systems (Windows 10 & 11), PC hardware (Desktops, Notebooks), Software Applications (MS Office 365).

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers,…