IT Support Technician

At Euclid Vision Group, technology isn't just infrastructure - it's the backbone of how we design, manufacture, and deliver life-changing vision products. We're looking for a Helpdesk Technician who's as comfortable resolving a ticketing queue as they are supporting end users across a dynamic medical device company.

This is a hands-on, high-visibility role for someone who loves solving problems and is looking to grow their career in technology.

What You'll Do

End-User Support

• Serve as the first point of contact for technical support requests via phone, email, web portal, and chat - delivering timely, courteous resolutions that keep the business moving
• Build genuine rapport with end users, gather the right information, and see issues through from first contact to resolution
• Prioritize, document, and escalate incidents according to established SLAs and ITIL best practices
• Develop help sheets, knowledge base articles, and FAQs that empower users and reduce repeat tickets
• Alert management to recurring issues and contribute to continuous improvement initiatives

Hands-On Technical Support

• Troubleshoot and repair desktops, laptops, printers, and peripherals - including devices on the manufacturing floor when remote tools aren't enough
• Set up, configure, and deploy computers and workstations for new and existing users
• Perform preventative maintenance on workstations and peripherals; deploy software packages and updates using distribution tools
• Support and learn topography installation processes, with opportunity to grow into minor topography device repairs and ongoing maintenance
• Provide onsite support for network infrastructure and key business/manufacturing systems, including AMP and Net Suite

What You Bring

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, plus 2+ years of IT service desk or helpdesk experience
• At least one IT certification completed or in progress (CompTIA A+, MCSA, MCSE, Office 365, Azure, or AWS)
• Solid knowledge of Windows and macOS operating systems, networking equipment (switches, routers), and A/V hardware
• Familiarity with Microsoft Office 365 and Azure environments
• Proficiency with diagnostic utilities such as Sysinternals, Wireshark, Remote Desktop, and similar tools
• Understanding of ITIL principles and a quality-first mindset
• Strong communicator - written and verbal - with genuine customer service instincts
• A fast learner who's detail-oriented, decisive, and comfortable picking up new systems and technologies (including specialized manufacturing tools like topography devices)
• Authorized to work for any U.S. employer

Why Euclid

You'll join a company making a real difference in how people see the world - literally. Our team is collaborative, our work is meaningful, and this role offers real growth for someone eager to expand their technical skills into specialized medical device and manufacturing environments.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.