Onsite IT Field Support Technician - Hardware & End-User

Würth Industry USA

Watertown (SD)

On-site

USD 52,000 - 68,000

Full time

4 hours ago

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Job summary

Würth Industry USA is seeking an IT Field Service Support to be the first contact for end users, delivering on-site and remote troubleshooting for desktop PCs, printers, networks and business apps. You will maintain SLAs and document resolutions, while onboarding new employees and managing hardware provisioning.

You will travel up to 25% and be onsite for extended periods, using AI tools to enhance troubleshooting.

Qualifications

Associate’s degree with focus in computer science, information systems or related field; Preferred Bachelor’s degree with focus in computer science, information systems or related field.
2+ years of hardware troubleshooting and help desk support experience.
Understanding of network technologies (LAN, WAN, Wireless, Firewalls, Routers, Switches).
A+ Certification and ITIL Foundation Certification preferred.

Responsibilities

Serve as a first point of contact for end users seeking technical assistance.
Assist end users through in-person and remote support, phone, and through a ticketing system.
Support global Würth business partners by resolving technical issues, facilitating communication across time zones, and ensuring adherence to service standards.
Ability to communicate technical issues in non-technical terms.
Maintain consistent communication with end users regarding the status of their tickets and projects until completion.
Collaborate with client HR and other departments to ensure timely and effective IT onboarding for new employees, including account setup, hardware provisioning, and access to required systems.
Comply with service level agreements (SLAs) and prioritize issues based on urgency and impact.
Create and maintain technical knowledge base article documentation for end users and IT team.
Escalation of tickets to the appropriate support teams in accordance with escalation procedures and SLAs.
Accurately document all actions taken, troubleshooting steps, and resolutions within the ticketing system.
Accurately document all time spent on assigned tickets to support accurate billing and reporting.
Procure, deploy and troubleshoot hardware, including desktops, laptops, mobile phones, tablets, thin clients, printers, peripherals, handheld scanners etc.
Configure, install, maintain and upgrade computer systems hardware and software.
Monitor and maintain the use of the networked printers and copiers.
Provide support for commonly used business applications, assisting end users with basic functionality, troubleshooting issues, and escalating when necessary.
Assist in the organization and inventory of all hardware and software assets.
Deliver basic technical training and guidance to end users upon request or when applicable.
Support and provide troubleshooting for a variety of IT systems and applications, including Active Directory, Microsoft 365, VOIP phone systems, VPN connectivity, Logistics and CRM software solutions, Citrix Products, printer maintenance and installation, and general application support.
Administer Mobile Device Management (MDM) software to manage mobile phones, tablets, handheld scanners.
Promote and adhere to IT security best practices and organizational policies.
Support a variety of additional projects and tasks as assigned.
Must work on-call, including weekends, based on business needs.
Must be willing to travel occasionally to company locations to assist with incidents, project tasks, preventative maintenance, asset inventory and asset recycling.
Must work onsite for an extended period as required by business needs.
Utilize AI tools to support troubleshooting, improve efficiency, and enhance productivity.
Associate’s degree with focus in computer science, information systems or related field; Preferred Bachelor’s degree with a focus on computer science, information systems or related field.
2+ years of hardware troubleshooting and help desk support experience.
Understanding of network technologies (LAN, WAN, Wireless, Firewalls, Routers, Switches).
A+ Certification and ITIL Foundation Certification Preferred.
Excellent communication skills (verbal and written) and high level of customer service.
Available to participate in on-call after hours support rotations, as needed, to meet business demands and ensure continuity of service.
Available to travel to company locations.
Experience with MDM software such as Intune, XenMobile, ManageEngine or similar is desired.
Demonstrate a solid understanding of computer operating systems, Microsoft Office Products, Active Directory, networking, mobile devices, printers, and other technology products to effectively support end users.
Ability to manage multiple tasks simultaneously while effectively prioritizing service desk tickets based on urgency, impact, and SLA requirements.
Capability to diagnose and resolve basic technical issues using strong problem-solving, diagnostic, and decision-making skills, while proactively identifying and addressing potential problems before they scale.
Perform duties with minimum supervision, and participate in cross-functional projects as scheduled.