IT Support Desk Technician

Ball Horticultural Company; Chicago (IL); On-site; USD 48,000 - 57,000; Full time

Benefits offered by this job

Medical, dental, life and long-term‑di

401k/Profit Sharing Retirement Plan

Paid time off (vacation & holidays)

Tuition assistance

Onsite subsidized café

Employee Assistance Program

Job summary

Ball Horticultural Company is seeking a customer-focused Support Desk Technician to join our IT team. You will provide technical support to internal and external users, troubleshoot hardware and software, and document resolutions.

You will deploy and support desktops and laptops, maintain security policies, and assist with IT projects in a collaborative environment. The role requires 1–2 years IT support or formal training, with strong communication skills and experience with Windows 365 and

Qualifications

• 1–2 years IT support or formal Help Desk training.
• Solid knowledge of hardware, software, operating systems, and troubleshooting.
• Experience with Windows and Microsoft 365 (Outlook, Teams, OneDrive).
• Familiarity with macOS is a plus.
• Experience supporting Android and iOS devices.
• Knowledge of printers, scanners, and end-user peripherals.
• Strong customer service and communication skills.
• Ability to work independently and in a team, with a learning mindset.
• Willingness to participate in on-call rotation.

Responsibilities

• Respond to Help Desk calls, log service requests, and resolve common issues.
• Deliver exceptional customer service across all levels of the organization.
• Troubleshoot desktop, laptop, peripheral, and software issues; escalate when needed.
• Provision, configure, deploy, and support desktops and laptops with centralized tools.
• Perform routine maintenance on end-user devices and run security scans.
• Create and maintain Help Desk documentation and knowledge base articles.
• Support small IT projects under management guidance.
• Assist with recycling and disposal of retired equipment per company policy.
• Participate in monthly on-call rotation for after-hours issues.

Skills

IT support experience

Windows & Microsoft 365

macOS knowledge

Mobile device support

Hardware basics

Strong communication

Customer service

Team collaboration

Continuous learning

Education

Technical training

Help Desk training

Tools

Printer/Scanner

Peripheral setup

Job description

Ball Horticultural Company is seeking a customer-focused and technically driven Support desk Technician to join our Information Technology team. Ball is the largest flower seed breeder/producer and distributor in the world, providing outstanding products, best-in-class customer service, and reliable supply to professional growers around the globe. In this role, you will provide technical support to internal and external customers by responding to service requests, troubleshooting hardware and software issues, and escalating more complex problems when needed. You will support a variety of end-user technologies, business applications, and devices while delivering exceptional customer service and maintaining accurate documentation. This position offers excellent hands-on experience and opportunities for professional growth within a collaborative IT environment.

Responsibilities and Duties

• Provide technical support by responding to Help Desk calls, logging service requests, and resolving common hardware, software, and desktop issues.
• Deliver exceptional customer service while supporting employees across all levels of the organization.
• Troubleshoot desktop, laptop, peripheral, and software-related issues, escalating more complex problems when appropriate.
• Provision, configure, deploy, and support desktops and laptops using centralized device management tools while ensuring compliance with company standards and security policies.
• Perform routine maintenance on end-user devices, including operating system updates, software updates, storage cleanup, and security scans.
• Ensure incidents and service requests are resolved in a timely manner or escalated appropriately.
• Assist in creating and maintaining Help Desk documentation, knowledge base articles, and support procedures.
• Support small IT projects under the guidance of management.
• Assist with the collection, organization, and preparation of retired computer equipment for recycling and disposal according to company policies.
• Participate in a scheduled monthly on-call rotation to support urgent after-hours technical issues.
• Work collaboratively with the IT team to continuously improve support processes and the overall end-user experience.
• Perform all other duties needed to help drive our vision, fulfill our mission, and support organizational goals.

Requirements

• 1–2 years of IT support experience or formal technical training in a Help Desk or desktop support environment.
• Basic knowledge of computer hardware, software, operating systems, and common troubleshooting techniques.
• Experience supporting Windows operating systems and Microsoft 365 applications, including Outlook, Teams, OneDrive, and related productivity tools.
• Familiarity with macOS environments is a plus.
• Experience supporting Android and iOS mobile devices.
• Basic knowledge of printers, scanners, and other end-user peripherals.
• Experience setting up, configuring, and supporting desktop and laptop devices in a business environment.
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Strong verbal and written communication skills.
• Demonstrated ability to troubleshoot issues, identify root causes, and implement effective solutions.
• Ability to work independently while collaborating effectively within a team environment.
• Demonstrated passion for technology and a desire to continuously develop new technical skills.

Physical Requirements

• Ability to safely lift, carry, move, and install computer equipment weighing up to 50 pounds.
• Ability to work beneath desks, workstations, and other confined spaces during equipment installation and troubleshooting.

Salary Range: $48k - $57k

Our Promise To You

We create excitement in the world of flowers and are the first choice for service. We deliver all the best and nothing else! To you, we deliver a work environment and a culture where building long-lasting relationships internally and externally is important. We believe that good communication, sharing ideas and collaborating on projects will set us up for success. We keep both our feet on the ground and are approachable.

In addition to this we provide a comprehensive Total Rewards package that includes:

• Medical, dental, life and long-term disability insurance
• 401k/Profit Sharing Retirement Plan
• Paid time off benefits including vacation and holidays
• Tuition assistance
• An onsite subsidized café overlooking 30 acres of renowned gardens and restored natural areas
• Employee Assistance Program and Positive Health programs