Service Desk Rep

Service Desk Representative I

West Point, GA

Provide initial employee support for technical inquiries via phone, email, messaging apps, and walk‑up requests. Full‑time direct hire role requiring active mobility to assess problems and resolve basic support issues directly at the user’s workstation. Troubleshoot software and hardware on laptops, desktops, tablets, and smartphones, and log all support tickets in the tracking system. Issues that cannot be resolved quickly must be escalated to the next level immediately to avoid or minimize downtime.

• Technical Support: Provide desk‑side and remote technical support to users across departments and building locations.
• Ticket Management: Manage assigned tasks and timely respond to, document, and process Helpdesk tickets using ITSM or other approved systems.
• Hardware Support: Install, configure, maintain, and troubleshoot PCs, laptops, networked printers (laser, label, dot matrix), and related peripherals.
• Imaging: Perform system imaging and related administration for PCs, laptops, scanners, and other networked devices as assigned.
• Incident Documentation: Open, update, and close incidents in ITSM or other Helpdesk applications, ensuring accurate history and resolution notes.
• Data Management: Backup and restore user profiles and data in accordance with established procedures.
• Asset Management:
  • Follow asset naming and labeling standards.
  • Register IT assets in the asset management system.
  • Participate in scheduled physical asset inventory audits as required.
• Escalation: Escalate complex or unresolved issues to Service Desk Rep II or management when appropriate.
• Other Duties: Perform other duties as assigned by management.

• High School diploma or equivalent experience.
• 0–1 year of experience in IT or strong technical aptitude (entry‑level candidates welcome).
• Basic understanding of networking concepts and Windows operating systems.
• Strong troubleshooting and logical problem‑solving skills.
• Proficiency with Microsoft Office and basic knowledge of Microsoft Exchange.
• Ability to multitask, prioritize incoming requests, and work effectively both independently and in a team environment.

• Familiarity with security solutions such as antivirus, DRM, or similar technologies.
• Strong customer service skills with the ability to communicate effectively with internal and external users.
• Excellent written communication skills, including proper grammar, spelling, and formatting.
• Prior exposure to IT support or help desk environments.

• Work Schedule: Scheduled hours may vary and are determined based on business and operational requirements within a three‑shift operation.
• 24/7 Operation: The facility operates 24 hours a day, 7 days a week, and the candidate must be available to provide coverage for different shifts (including nights, weekends, or holidays) from time to time as business needs dictate.

• Mobility: Ability to move between departments and work areas to provide desk‑side support and equipment setup.
• Equipment Handling: Ability to handle, transport, and install standard IT hardware such as computers, monitors, and printers.
• Positioning: Ability to perform job‑related tasks that may require bending, reaching, or accessing areas such as under desks to connect or install equipment.

Salary range:
Competitive. Benefits include comprehensive medical/dental coverage, generous PTO, education assistance, and annual merit increase eligibility in a growth‑focused work environment.

• Collaborative & Supportive: Team members work closely together, sharing knowledge and stepping in to help ensure users are supported and downtime is minimized.
• Customer‑Focused Mindset: Strong emphasis on professional, approachable, and solution‑oriented support for users across all shifts and departments.
• Ownership & Accountability: Individuals take responsibility for issues from intake through resolution or escalation, ensuring accurate documentation and timely follow‑through.
• Learning & Growth Oriented: Encourages ongoing skill development, hands‑on learning, and exposure to a wide range of technologies in a dynamic factory setting.

Our company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.