ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide first and second-level support for desktops, laptops, mobile devices, and related hardware/software.
• Ensure the security and integrity of all systems and networks through timely patches, updates, and industry best practices.
• Image, configure, and deploy new desktop and laptop systems in alignment with company standards.
• Manage the IT asset lifecycle, including inventory, deployment, tracking, maintenance, and decommissioning.
• Install, configure, and maintain printers and peripheral devices to support daily operations.
• Monitor and maintain assigned internal systems (e.g., video surveillance, conference room technology, endpoint management tools), ensuring availability, functionality, and secure data retention.
• Respond to and resolve Help Desk tickets related to hardware, software, and networking in a timely manner, escalating to senior personnel or specialized teams as appropriate.
• Conduct remote troubleshooting sessions and guide users with clear, step-by-step instructions.
• Perform and document network/phone cabling, repairs, and terminations as needed.
• Create, maintain, and improve technical documentation, knowledge base articles, and user manuals.
• Collaborate with Information Technology leadership to recommend and plan system upgrades, enhancements, and new technology deployments.
• Monitor system performance and proactively address issues to minimize downtime and disruptions.
• Ensure compliance with company Information Technology policies, data protection standards, and relevant industry regulations.
• Interface with vendors and service providers to support IT projects, resolve issues, and accomplish corporate objectives.
• Deliver excellent customer service by maintaining professionalism, clear communication, and a user focused approach.
• Continuously expand technical expertise through training, certifications, and practical application of new skills.

• At least two years' proven experience as a Desktop Support Engineer or in a similar IT support role.
• Strong hands-on experience with Windows operating systems and Microsoft Office applications.
• Familiarity with Microsoft Server applications (e.g., SQL Server, SharePoint, Exchange) is a plus.
• Working knowledge of office automation tools and computer peripherals, including printers, scanners, and mobile devices.
• Solid understanding of network security practices, endpoint protection, and antivirus solutions.
• Ability to perform remote troubleshooting and deliver clear, step-by-step instructions to end users.
• Experience collaborating with vendors and third-party service providers to resolve issues and support projects.
• Strong attention to detail with excellent problem-solving and multitasking skills.
• Exceptional communication and customer service skills, with a proven ability to maintain professionalism in a fast-paced, constantly changing environment.
• Ability to work independently as well as collaboratively within a team-based environment.
• Bachelor’s degree in Management Information Systems, Computer Science, or a related field — or equivalent professional experience.

• Sedentary work.
• Minimal lifting.
• Manual dexterity to operate, troubleshoot and install technology equipment and systems.

• Manufacturing.
• Exposure to glass/resins.
• Machinery.
• Office.