IT Service Agent

Lenzing Group; Alabama; On-site; USD 55,000 - 75,000; Full time

Job summary

Lenzing Fibers, Inc. in Axis, AL is seeking an IT Service Agent to provide frontline technical support for employees and production operations.

You will be the primary contact for IT issues, supporting hardware and software, managing user accounts, and helping maintain reliable IT services across the site. Responsibilities include handling incidents and service requests, documenting in the ticketing system, configuring PCs and printers, coordinating orders, and delivering user training.

Qualifications

• BS degree in Computer Science, Engineering or related field; appropriate training/experience may substitute.
• 3+ years in IT support, help desk, or service desk

Responsibilities

• Serve as the first point of contact for IT incidents and service requests; elevate complex issues as needed.
• Manage incidents, requests, and IT assets within the ticketing system, ensuring accurate documentation.
• Administer user accounts and access rights across Lenzing Group IT services.
• Configure, deploy, and support PCs, laptops, printers, servers, network switches, and other IT equipment.
• Coordinate hardware and software orders and monitor the procurement process.
• Create user guides, technical documentation, and deliver user training when needed.
• Support production-related IT systems, including PIMS, BMS, PLS, and assist the Automation Team with DCS-related activities.

Skills

Windows

SAP

Ticketing Systems

Communication

Troubleshooting

Education

BS Degree in Computer Science, Engineering, or related field

Tools

Ticket Management Systems

PC Deployment/Imaging

Job description

IT Service Agent Lenzing Fibers, Inc. | Axis, AL Lenzing Fibers is seeking an IT Service Agent to provide frontline technical support for employees and production operations. This role serves as the primary point of contact for IT-related issues, supports hardware and software systems, manages user accounts, and helps maintain reliable IT services across the site.

Responsibilities

• Serve as the first point of contact for IT incidents and service requests; elevate complex issues as needed.
• Manage incidents, requests, and IT assets within the ticketing system, ensuring accurate documentation.
• Administer user accounts and access rights across Lenzing Group IT services.
• Configure, deploy, and support PCs, laptops, printers, servers, network switches, and other IT equipment.
• Coordinate hardware and software orders and monitor the procurement process.
• Create user guides, technical documentation, and deliver user training when needed.
• Support production-related IT systems, including PIMS, BMS, PLS, and assist the Automation Team with DCS-related activities.
• Comply with all company business, quality, and safety policies.

Qualifications

• BS Degree in in Computer Science, Engineering, or related field. Appropriate training and experience can substitute for educational requirement. IT or related fields
• 3+ years of experience in IT support, help desk, or service desk environment

Required Skills

• Broad knowledge of MS Windows- and MS-Office products, SAP, and Ticket Management Systems
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to prioritize multiple tasks and work effectively in a fast-paced manufacturing environment

Pay range and compensation package

• Competitive pay and vacation

Preferred Skills

• A diverse and inclusive workforce where team members can grow and develop
• Excellent Medical, Dental and Vision insurance
• 401k with employer match
• Competitive pay and vacation
• 12 paid holidays
• A diverse and inclusive workforce where team members can grow and develop