On-Site IT Support Specialist | Windows & AD

Magnera Corporation; Old Hickory (TN); On-site; USD 25,000 - 39,000; Full time

Job summary

Magnera Corporation in Old Hickory, TN seeks an on-site IT Support Technician to provide first-line assistance for assigned locations, troubleshoot issues, and follow established service-management processes.

You will log incidents, assist with hardware and software requests, escalate when needed, and contribute to knowledge base updates while delivering customer-focused support to internal users.

Qualifications

• Bachelor’s degree or equivalent education preferred; typically 1–3 years of IT support or service desk experience or equivalent training.
• Basic understanding of IT troubleshooting concepts, terminology, and customer support practices.
• Ability to follow technical documentation, procedures, and instructions accurately.
• Good written and verbal communication skills.

Responsibilities

• Provides first-line technical support via walk-ups, remote access tools, or telephone guidance.
• Logs, categorizes, prioritizes, and updates incidents and service requests in the call-tracking system.
• Resolves common IT issues using documented procedures and standard tools.
• Escalates incidents/requests outside defined resolution criteria to Level 2 or appropriate resolver groups.
• Supports on-site activities including basic hardware setup, peripheral support, and user access requests.
• Ensures all tickets are updated with clear information for handover or escalation.
• Follows service level agreements and IT processes.
• Maintains awareness of on-site IT assets and supports asset management as directed.
• Assists with knowledge base documentation by identifying gaps.
• Participates in daily operations meetings as required.

Skills

Windows OS troubleshooting

Microsoft Office

Active Directory

ITIL concepts

ITSM tools

Customer support

Communication skills

Troubleshooting

Education

Bachelor’s degree or equivalent

Tools

SolarWinds Service Desk

Job description

Magnera Corporation in Old Hickory, TN seeks an on-site IT Support Technician to provide first-line assistance for assigned locations, troubleshoot issues, and follow established service-management processes.

You will log incidents, assist with hardware and software requests, escalate when needed, and contribute to knowledge base updates while delivering customer-focused support to internal users.