IT Technical Support

Yale and August U.S.; Las Vegas (NV); On-site; USD 40,000 - 66,000; Full time

Benefits offered by this job

Health plans

401(k) with company contribution

Product discounts

Flexible time off

Adoption benefits

Employee Resource Groups

Job summary

Fortune Brands Innovations, Inc. is seeking an IT Technical Support Agent to manage desktop support, troubleshoot hardware and software, and assist with infrastructure-related issues. You will work with end users, document solutions, and create knowledge articles for self-service support.

The role requires strong analytical and communication skills, experience with Windows environments, Active Directory, printers/barcode devices, and ITIL processes. A bilingual candidate is a plus.

Qualifications

• Minimum of Associate degree in IT/IS or related field.
• 2+ years of service desk and desktop support experience.
• 2+ years of end-user IT support and customer service experience.
• Experience with Windows desktop environments and IT incident handling.

Responsibilities

• Resolve IT service desk tickets and document solutions.
• Provide desktop support and hardware/mobile device troubleshooting.
• Assist with IT deployments and imaging activities.
• Support Manufacturing and Distribution IT hardware (handhelds, scanners, printers).
• Collaborate with Managed Services on Windows 11 device issues.
• Triage issues in ticketing system and escalate when needed.
• Publish knowledge base articles for self-service support.

Skills

Windows desktops

Microsoft Active Directory

Printer & barcode devices

Troubleshooting

Mobile device support

Hardware repair

Windows 11

ITIL

ServiceNow

Customer service

Bi-lingual

Education

Associates Degree in IT/IS

Tools

ServiceNow

Job description

Company Description

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

Company Description

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

Job Description

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

Job Experience

• 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 a basic understanding of account management.
• Experience with printers and barcode scan devices.
• Demonstrated troubleshooting experience.
• Mobile device support experience (application installation, email configuration, etc)
• Computer hardware repair and restoration experience.
• Ability 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.
• Plus if you're Bi-Lingual

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.

• 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.

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.