IT Technical Support

Fortune Brands; Brookings (SD); On-site; USD 40,000 - 66,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Product discounts

Flexible time off

Adoption benefits

Job summary

Fortune Brands Innovations is seeking an IT Technical Support Agent to support key infrastructure, troubleshoot desktop hardware/software, and assist end users with level 2 infrastructure issues. You will document tickets, publish knowledge articles, and collaborate with vendors and the MSP team.

Responsibilities include desktop deployments, imaging, and hardware support for manufacturing and distribution environments, including handhelds and printers.

Qualifications

• Minimum of Associates Degree in IT/IS related discipline.
• 2+ years of work experience in service desk support and desktop support.
• 2+ years of IT Desktop and Device problem solving experience.
• 2+ years of customer service experience.

Responsibilities

• Resolve IT service desk tickets/issues in a timely matter including documenting and creating knowledge articles
• Provide support at the desktop, troubleshooting, installing hardware and mobile devices both in person and to our remote users
• Assist with IT desktop deployments and computer imaging activities.
• Support our Manufacturing and Distribution IT related hardware, including handhelds, barcode readers, printers and scanners.
• Work closely with our Managed Services team on Windows 11 operating system devices in diagnosing issues.
• Provide resolution of issues typically received in our IT ticketing system, including triaging issues, and if needed, escalating to other technical resources to solve.
• Publish knowledge base articles for users to provide self-service support, as well as for training and reference by other IT members
• Ability to work with IT vendors as needed, to solve problems

Skills

Windows desktops

IT service desk

Customer service

Troubleshooting

Windows 11

Knowledge base

Education

Associates Degree in IT/IS

Tools

ServiceNow

Active Directory

Ticketing systems

Printer hardware

Job description

Fortune Brands Innovations (NYSE: FBIN) is an industry-leading home, security and digital products company with a portfolio of trusted brands, including Moen, House of Rohl, Therma-Tru, Larson, Master Lock, Yale residential, and Sentry Safe.

We are building a company that is determined to win, and we are clear about how: strong brands, great people, and disciplined execution.

You’ll join a team that puts customers first, keeps its commitments, and cuts through complexity to deliver meaningful results.

If you’re looking for an opportunity to make an impact and help shape what’s next for our iconic brands, we’d love to meet you.

As the IT Technical Support Agent you will be responsible to:

In this role you will have responsibility for supporting key infrastructure functions, including working closely with users, troubleshooting hardware and software at the desktop, participating in troubleshooting calls or meetings, and providing on site assistance for end users with level 2 Infratructure issues. This role is a technical position that will require good analytical and communication skills.

Primary Responsibilities:

• Resolve IT service desk tickets/issues in a timely matter including documenting and creating knowledge articles
• Provide support at the desktop, troubleshooting, installing hardware and mobile devices both in person and to our remote users
• Assist with IT desktop deployments and computer imaging activities.
• Support our Manufacturing and Distribution IT related hardware, including handhelds, barcode readers, printers and scanners.
• Work closely with our Managed Services team on Windows 11 operating system devices in diagnosing issues.
• Provide resolution of issues typically received in our IT ticketing system, including triaging issues, and if needed, escalating to other technical resources to solve.
• Publish knowledge base articles for users to provide self-service support, as well as for training and reference by other IT members
• Ability to work with IT vendors as needed, to solve problems

Qualifications

• Minimum of Associates Degree in IT/IS related discipline
• 2+ years of work experience in service desk support and desktop support
• 2+ years of IT Desktop and Device problem solving experience
• 2+ years of customer service experience

Knowledge/Skills:

• Experience handling IT service desk issues, specifically around MS Windows desktops.
• Experience with Microsoft Active Directory and basic understanding of account management.
• Experience with printers and barcode scan devices.
• Demonstrated troubleshooting experience.
• Computer hardware repair and restoration experience.
• Abilitity to diagnose and work with Windows 11 operating system devices.
• Experience with ITIL and the use of in house ticketing systems.
• Experience using ServiceNow or an equivalent ticketing system.
• Customer service oriented with proven experience.
• Solid Communication Skills.

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $40,000 USD - $66,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

Fortune Brands supports the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates' unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com.

Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [e-mail] and let us know the nature of your request along with your contact information.