Desktop Support Technician II US

The Desktop Support Technician provides hands-on desktop support for Windows 10 and Windows 11 machines in a manufacturing facility. The technician works the ServiceNow ticket queue, resolves hardware and software issues for plant and office users, and keeps production-floor systems running. This is an onsite role.

• Work and close ServiceNow tickets: triage, troubleshoot, resolve, and document each incident and request.
• Provide desktop support for Windows 10 and Windows 11 machines across the manufacturing facility.
• Diagnose and repair hardware issues on desktops, laptops, and peripherals.
• Troubleshoot operating system and application problems for end users.
• Deliver clear, courteous support to plant-floor and office staff, in person and remotely.
• Support emergency and planned plant events, such as power-downs and electrical work, including bringing systems back online afterward.
• Work with the wider IT team and escalate issues that fall outside desktop support.

• 2-3 years of directly related desktop support experience.
• Good working knowledge of Windows (Windows 10 and Windows 11).
• Hands-on hardware experience: diagnosing, repairing, and replacing PC components and peripherals.
• Good customer service skills.
• Flexibility to work outside normal hours when needed for emergencies or planned plant events.

• CompTIA A+ and/or Network+ certification is a bonus; no certification or degree is required.
• Experience with ServiceNow or a similar ticketing system.
• Experience supporting users in a manufacturing or plant environment.

The ideal candidate is self-motivated and driven to succeed, works well as part of a team, and takes a methodical approach to troubleshooting.