Desktop Support Tech II

Living Our Values
All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

Why Join Us

• Career Growth: Advance your career with opportunities for leadership and personal development.
• Culture of Excellence: Be part of a supportive team that values your input and encourages innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package that looks after both your professional and personal needs.

Total Rewards
Our Total Rewards package underscores our commitment to recognizing your contributions. We offer a competitive and fair compensation structure that includes base pay and performance-based rewards. Compensation is based on skill set, experience, qualifications, and job-related requirements. Our comprehensive benefits package includes medical, dental, and vision insurance, wellness programs, retirement plans, and generous paid leave. Discover more about what we offer by visiting our Benefits page.

A Day In The Life
The Desktop Support Technician under the direction of the Sr Manager, IT, provides technical support to end-users, manages desktop systems, resolves hardware and software issues, and ensures connectivity within our organization to support operations. The ideal candidate will possess hands on experience in network infrastructure (CAD engineering software a plus) and a background in desktop support expertise. They will also excel in collaborating with internal and external business partners.

As a Desktop Support Tech II you will:

• End-User Support:
• Provide support to end-users for hardware, software, and network-related issues.
• Diagnose and resolve technical problems related to desktops, laptops, peripherals, and mobile devices.
• Respond to and resolve help desk tickets, ensuring a high level of customer satisfaction.
• Manage and maintain ServiceNow ticket queue.
• Escalate any issues that may impact production or affect activities on the shop floor.
• On-call or after hours support activities Hardware and Software Maintenance:
• Install, configure, and upgrade desktop hardware and software components. SCCM is a plus.
• Coordinate regular system updates, patches, and maintenance tasks with corporate IT to maintain regular patching schedules.
• Technology Implementation & Maintenance:
• Implement and support technology solutions based on business unit requirements.
• Coordinate and resolve issues with existing technology systems and solutions.
• Collaborate with business teams to ensure specialized software applications, are properly installed and optimized per company standards.
• Network Support:
• Troubleshoot network issues, including connectivity problems, and work with Corporate IT to implement solutions.
• Collaborate with the Corporate network team to manage network upgrades and enhancements.
• System & Asset Management:
• Maintain and track hardware, software, and parts inventory using enterprise tools such as Altiris.
• Create and maintain standard desktop images and ensure compliance with software standards.
• Monitor system activity and manage user/system capacities for performance optimization.
• Business Analysis, Testing Support & Process Improvement:
• Gather and analyze system and business data to support operational and strategic decision-making.
• Evaluate business processes and document workflows to identify areas for improvement.
• Participate in the collection of information from stakeholders impacted by business or IT initiatives.
• Participate in project documentation, including status reports, business requirements, and meeting notes.
• Assist in collecting, analyzing, and interpreting data to identify trends, patterns, and business insights
• Support application development and QA teams by assisting with test planning, case creation, and execution.
• Troubleshooting:
• Investigate and resolve complex technical issues, collaborating with Corporate IT teams when necessary.
• Analyze system logs and utilize diagnostic tools to identify and troubleshoot problems.
• Create problem tickets with corporate IT partners and follow up on resolutions on behalf of internal and external customers.
• Documentation and Reporting:
• Attend weekly CAB (change management) meetings to communicate upcoming changes to the Business.
• Provide regular updates to management and Business leaders to address any issues or upcoming changes that my impact production.

What We Need From You

• Associate's Degree or equivalent from two-year college or technical school Req
• 1-3 years related experience and/or training; or equivalent combination of education and experience. Required and
• 1-3 years experience supporting desktop needs in a production / manufacturing environment. Preferred
• Effectively communicates in a clear and concise manner both verbally and in writing.
• Highly organized
• Strong interpersonal skills
• Dedication to quality and ability to follow guidance and standards.
• Ability to manage multiple tasks and prioritize work accordingly.

Physical and Environmental Requirements The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. While performing the duties of this job, the associate is regularly and repeatedly required to talk; hear; stand; walk; stoop; kneel/squat, climb, use hands and fingers, to handle, grip/squeeze and/or feel; push/pull and reach with hands and arms. The associate will be frequently required to balance; crouch, or crawl; reach over-head and taste or smell. The associate must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, night vision, and ability to adjust focus.

Travel Requirements
20% Minimal travel is required for this position (up to 20% of the time and on a domestic basis).

Join Us
The Friedkin Group and its affiliates are committed to ensuring equal employment opportunities, including providing reasonable accommodations to individuals with disabilities. If you have a disability and would like to request an accommodation, please contact us at We celebrate diversity and are committed to creating an inclusive environment for all associates.

We are seeking candidates legally authorized to work in the United States, without Sponsorship.

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