End User Support Technician

Marmon Foodservice Technologies; Carol Stream (IL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Generous paid time off

401(k) with company match

Job summary

Marmon Foodservice Technologies in Carol Stream, Illinois, is seeking an End User Support Technician. This entry-level position involves providing first-line support for IT issues in a manufacturing, distribution, and office setting. Key responsibilities include managing service desk tickets, troubleshooting various devices, and delivering excellent customer service. Ideal candidates should have an Associate degree in Information Systems or related field and experience with Microsoft tools. The role offers a range of benefits, including health insurance and a 401(k) plan.

Qualifications

• Respond to and complete IT help tickets promptly.
• Demonstrate skill in troubleshooting technical issues.
• Experience troubleshooting PCs, laptops, printers, and mobile devices.

Responsibilities

• Submit, assign, and monitor tickets in the service desk queue.
• Execute day-to-day support functions for on-site and remote users.
• Provide exceptional customer service and manage problems through resolution.

Skills

Troubleshooting technical issues

Strong communication skills

Customer service orientation

Education

Associate degree in Information Systems or related field

Tools

Microsoft Office 365

Windows 7-11

Active Directory

Job description

Marmon Foodservice Technologies, Inc. is part of Marmon Holdings, a Berkshire Hathaway company. We are committed to making a positive impact on the world, providing diverse learning opportunities, and fostering a culture where everyone is empowered to be their best.

About the Job

The End User Support Technician will provide first‑line, entry‑level, basic to moderate complexity support for IT issues within an integrated manufacturing, distribution, and office facility. You will be part of a talented IT team that delivers mission‑critical infrastructure and ensures the highest levels of availability, performance, and security.

Essential Duties and Responsibilities

• Submit, assign, and monitor tickets in the service desk queue, prioritizing workload based on sensitivity and impact, and following up to ensure resolution within SLA.
• Maintain service‑level performance by supporting users via business phone, email, and collaboration tools.
• Execute day‑to‑day support functions for on‑site and remote users, following appropriate prioritization and procedures.
• Provide exceptional customer service, exhibit empathy, and take full ownership of IT support needs.
• Work collaboratively on a flexible team (onsite or remote).
• Conduct independent research using knowledge‑base articles, manuals, and procedure documents.
• Manage problems through resolution with clear communication and status updates for users and management.
• Provide on‑call support and weekend coverage as required.
• Perform other duties as assigned.

Required Qualifications, Skills & Competencies

• Associate degree in Information Systems, related field, or equivalent experience.
• Preferred certifications: MCSA, Network+, CCNA, ITIL, Security+, Azure, or AWS.

Knowledge & Experience

• Respond to and complete IT help tickets promptly, escalating complex issues to senior team members.
• Demonstrate skill in troubleshooting technical issues, determining root causes, and escalating as needed.
• Experience troubleshooting PCs, laptops, phones, printers, mobile devices, and associated software within the Microsoft stack, Office 365, Windows 7‑11, and Active Directory.
• Experience with Windows Server 2008‑2019 file shares, permissions, and connectivity is a plus.
• Experience with ITIL best practices.
• Follow documented processes and procedures while suggesting improvements.
• Image PCs and ensure compliance with security, patch, and antivirus updates.
• Desktop support using automation tools such as NinjaRMM, Intune, or similar.
• Experience in a manufacturing environment (e.g., Zebra printers, RF scanners, workstation devices).
• Scripting experience.

Who You Are

• Actively seeks collaborative thinking and problem solving.
• Strong communication and conflict‑resolution skills.
• Exercises independent judgment and takes action.
• Excellent analytical, mathematical, and creative problem‑solving skills.
• Excellent listening, interpersonal, written, and oral communication skills.
• Logical, efficient, and detail‑oriented.
• Highly self‑motivated and directed.
• Prioritizes and executes tasks effectively under pressure.
• Strong customer service orientation.
• Has experience working in a team‑oriented, collaborative environment.

Benefits

• Medical, dental, vision, and prescription drug insurance plans.
• Health Advocate access for personalized benefit selection.
• Tax‑advantaged spending accounts for health and dependent care expenses.
• Wellness programs and resources (telehealth, mental health, fitness, family planning).
• Generous paid time off for personal use, holidays, and parental leave.
• Company‑sponsored life insurance.
• 401(k) with fully vested company match.
• Additional discretionary contribution to the 401(k) account.
• Financial and retirement advising.

Salary Range: $55,000 – $65,000.

Equal Opportunity Employment

We are an equal‑opportunity employer. All applicants will be considered for employment without regard to membership in any protected class. If you require a reasonable accommodation to complete the application or recruiting process, please email [e-mail] and include the title and location of the position.