IT Service Desk Technician

Atkore International

Dallas (TX)

On-site

USD 52,000 - 71,000

Full time

4 days ago

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Benefits offered by this job

Medical, vision, and dental insurance

Life insurance

Short-term and long-term disability

401k

Paid Time Off

Paid holidays

Leave as required by law

Job summary

Atkore International seeks an IT Service Desk Technician to join our Dallas, TX team. This onsite role provides first-line support for users, managing incidents and requests, and maintaining shop floor systems.

You will triage, diagnose, and resolve issues, documenting resolutions and contributing to knowledge bases. The ideal candidate has 2–4 years of manufacturing IT support, strong customer service skills, and proficiency with Windows 10, MS Office, and Active Directory.

Qualifications

Applicants must be authorized to work in the United States without sponsorship now or in the future.
Bachelor's Degree preferred; Associates Degree required.
2-4 years of experience providing technical support in a manufacturing environment.
A+ certifications preferred.
Competency in MS Office Suite & Windows 10.
Basic User & Security Group administration through Active Directory.
Willingness to learn continuously evolving company and industry applications, technology, and terminology.
Strong customer service skills and orientation.
Excellent technical computer troubleshooting skills.
Excellent written and verbal communication skills.
Excellent organizational & time management skills with strong attention to detail.
Proven analytical & problem-solving skills.
Ability to provide hands-on support to users.
Knowledge of Azure/Intune environment a plus.
Basic scripting ability.
Experience with using remote support tools.
Knowledge of basic ticketing systems.
An understanding of KPIs around deployment.

Responsibilities

Provides first-level technical support for incidents and requests, primarily related to application software and IT infrastructure.
Logs and tracks incidents/requests from identification through resolution in incident management software.
Communicates with other service resources involved in resolution to ensure timely resolution and complete customer communication.
Engages other service desk resources to resolve incidents beyond scope or responsibility.
Documents resolutions and updates self-help and staff knowledge bases.
Creates a positive customer support experience and builds relationships through active listening and problem solving.
Works with internal teams to understand equipment needs and projections.

Skills

Customer service

Communication

Troubleshooting

Attention to detail

Analytical thinking

Hands-on support

Willingness to learn

Problem-solving

Education

Associates Degree

Bachelor's Degree preferred

Tools

Active Directory

Azure/Intune

Windows 10

MS Office

Ticketing systems

Remote support tools

Dell hardware

Job description

IT Service Desk Technician

Who we are:

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together - a future focused on serving the customer and powering and protecting the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety, and infrastructure solutions.

Who we are looking for:

We are seeking an IT Service Desk Technician based in our Dallas, TX office. Reporting to the Manager of IT Infrastructure and Operations, this position is responsible for providing first-level technical support for incidents and requests submitted to the IT Service Desk. Responsibilities include the initial assessment, triage, research, and resolution of first-level support requests, primarily related to application software and IT infrastructure components.

This is an onsite position based in our Dallas, Texas office. The standard work schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with a one-hour unpaid lunch, for a 40-hour workweek.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

What You'll Do:

The Service Desk Technician has primary responsibility for providing live and remote technical support to Atkore users and supporting and maintaining Atkore shop floor systems and equipment on the manufacturing shop floor. Other responsibilities include:

Analyzes and resolves incidents/requests regarding use of application software or hardware.
Log and track incidents/requests from identification through resolution in incident management software.
Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Document resolutions and internal procedures & updates self-help and staff knowledge bases.
Create a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
Work with internal teams to understand current and future projections of equipment needed.

What You Bring:

Applicants must be authorized to work in the United States continuously for the duration of employment without requiring employer sponsorship now or in the future.
Bachelor's Degree preferred (Associates Degree required)
2-4 years of experience providing technical support in a manufacturing environment
Able to follow a process, and attention to detail is required
A+ , certifications preferred.
Competency in MS Office Suite & Windows 10 operating system.
Basic User & Security Group administration through Active Directory.
Willingness to learn continuously evolving company & industry specific applications, technology, and terminology.
Strong customer service skills and orientation
Excellent technical computer troubleshooting skills
Excellent written and verbal communication skills.
Excellent organizational & time management skills with strong attention to detail.
Proven analytical & problem-solving skills.
Ability to provide hands‑on support to users
Knowledge of Azure/Intune environment a plus.
Basic scripting ability
Experience with using remote support tools
Knowledge of basic computer hardware and peripherals
Knowledge of Active Directory
Knowledge of Dell computer equipment
Knowledge of basic ticketing systems
An understanding of Key Performance Indicators around deployment

Within 3 months, you'll:

Complete your new hire "Immersion" so that you are ready to rock in your new role.
Have taken a tour of any one of our plants to get a complete picture of what we make as a company
Have developed relationships with the key stakeholders for this role.
Have gained a high-level understanding of Atkore's systems and user base.
Have identified potential training you would need for supporting Atkore specific technology or process

Within 6 months, you'll:

Have developed a deeper understanding of Atkore's environment
Have developed a good understanding of team KPIs
Have completed your knowledge sharing sessions with both L1 peers and L2-L3 team mates

Within 12 months, you'll:

Have worked on almost all different types of issues that get reported to our service desk
Have carved out a niche area of excellence within the team

Atkore is a six‑time Great Place to Work certified company and a four‑time Top Workplaces USA award winner! We’re committed to creating an engaged, aligned workforce driven by a collaborative culture. Our team strives for breakthrough results and stays focused on being standout leaders. We consistently live the Atkore mission, strategic priorities, and behaviors consistent with our core values.

Join our team and align yourself with an industry leader!

As of the date of this posting, a good faith estimate of the current pay for this position is $51,520 - $70,840. Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time. Other compensation may include, but not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.

Benefits available include: