IT Support Technician

Superior Beverage Group - Glenwillow, OH

Full-time - Entry Level

Glenwillow, OH

Beverage and Tobacco Product Manufacturing

About the position

The IT Support Technician at Superior Beverage Group serves as the primary contact for internal and external users seeking technical support for hardware and software issues. This role involves diagnosing and resolving problems, providing assistance via telephone and email, and maintaining technical logs and documentation. The technician will work with various supported hardware, including desktops, laptops, tablets, and printers, ensuring effective communication and support for users.

Responsibilities

• Interface with customers to track, record, and document help desk requests and issues.
• Provide support via telephone and email to diagnose and resolve problems while assisting end users.
• Support Microsoft operating systems, Microsoft Office Suite, and other applications.
• Escalate support requests as necessary following established procedures.
• Monitor support desk and telephone requests for Service Level Agreement (SLA) violations and escalate as required.
• Maintain technical logs and documentation according to departmental procedures.
• Assist management with specialty projects and assignments when required.
• Troubleshoot and resolve routine network issues, PC/laptop, switches/hubs, routers, connectivity, and computer peripheral devices.
• Plan and implement deployment schedules for applications, patches, and service packs at the desktop level.
• Provide after-hours coverage and support as needed, on a rotating weekly schedule.

Requirements

• Minimum of three years progressive work experience in a technical support role.
• Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting.
• Three to five years of demonstrated experience working with computer systems and applications.
• Demonstrated analytical ability to solve problems.
• Broad base of technical skills to diagnose and solve hardware and software issues.
• Effective interpersonal skills for interaction with all levels of staff, clients, vendors, and consultants.
• Strong communication skills (both oral and written) and ability to work as a team player.
• Detail-oriented, self-motivated, and able to quickly adjust priorities.

Nice-to-haves

• Help Desk, A+ or MCSE certifications are a plus.
• Associates or Bachelor's Degree in an IT or related field.
• Strong computer, server, and networking skills.
• Proficiency in Windows operating systems, Microsoft Office, and Google Workspace.

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Employee assistance program
• Life insurance