Help Desk Technician — IT Support & Security

Ruger Firearms; Mayodan (NC); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Quarterly profit sharing

Shift differential pay

Various shifts available

Job summary

Sturm, Ruger & Co. in Connecticut seeks an IT Help Desk Technician to handle 1st-line support for staff, management and teams. The role includes troubleshooting hardware/software, ticketing, and maintaining security practices. Profit sharing is available with shift differentials and multiple shifts.

The candidate will communicate with IT and end users, manage requests, and contribute to knowledge bases while ensuring policy compliance and timely issue resolution.

Qualifications

• Experience in a Help Desk Analyst role or a similar customer support role involving information technology
• Strong interpersonal and phone skills/communication skills
• Excellent oral and written communications skills; ability to communicate with a variety of people including management
• Knowledge of information security standards
• Able to manage projects and follow a standardized project methodology
• Knowledge of standard networking concepts
• Able to use detailed knowledge of Microsoft systems to effectively troubleshoot user access level issues
• Able to work in an enterprise environment and function as a technical contributor among a team of peers and subject matter experts
• Able to communicate and work with customers without supervision and minimal guidance
• Able to express technical information in a non-technical manner
• Excellent analytical and problem-solving skills
• Hardware and Desktop Support for PCs with a Windows operating systems or Apple product with OSX environment and higher along with MS Office programs
• Oracle client issues and deployment of packaged software/fixes
• Experience providing user support and set up for PC and Laptop Support, Mobile Phones, etc.
• Demonstrate solid understanding of an IT Ticketing System

Responsibilities

• Answer Help Desk telephone, e-mail, and self-service requests
• Perform effective first-level troubleshooting of hardware, standard software, local applications and efficient response to inquiries
• Call ticket entry, monitoring, follow up, resolution, and closure utilizing the Help Desk software
• Communicate with IT team, management, and end users to ensure satisfactory resolution of issues and provide a timely status of any and all issues
• Prioritize IT Requests based on Impact and Urgency
• Resolve Level I IT Requests
• Maintain high level of Customer Service Satisfaction on IT requests
• Contribute to building a knowledge base of problem resolutions, work flows, and procedures
• Provide guidance on process improvements with IT support in Newport, Prescott, Earth City and Level I/II Desktop Support
• Ensure activities comply with company policies
• Participate in new application roll-out testing and special projects
• Test and document all new operating systems, software, and hardware prior to rollout
• Act as a resource on department and site projects and meet deadlines
• Communicate network security to executive team, staff, partners, and customers; manage access controls
• Promote security relationships between internal resources and external entities
• Work closely with IT Department on corporate technology to secure information and systems
• Maintain and enforce policies for system security administration and user access
• Follow all safety and environmental requirements
• Other accountabilities as assigned
• Responsibilities and Qualifications section growth momentum and team size notes
• Sturm, Ruger & Co. is a leading manufacturer of firearms and ammunition, renowned for its commitment to quality, innovation, and American craftsmanship.

Skills

Help Desk experience

Communication skills

Information security knowledge

Project management

Networking concepts

Microsoft systems troubleshooting

Independent contributor

Technical communication

Tools

Windows OS

OSX

MS Office

Job description

Sturm, Ruger & Co. in Connecticut seeks an IT Help Desk Technician to handle 1st-line support for staff, management and teams. The role includes troubleshooting hardware/software, ticketing, and maintaining security practices. Profit sharing is available with shift differentials and multiple shifts.

The candidate will communicate with IT and end users, manage requests, and contribute to knowledge bases while ensuring policy compliance and timely issue resolution.