Support Center Technician III

Brakebush Brothers, Inc.; Northern (KY); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Wellness program

Job summary

Brakebush Brothers, Inc. seeks a Support Technician III to deliver front-line IT support to end users across all locations, including remote workers.

You will resolve diverse issues related to hardware, software, and peripherals while maintaining thorough ticket documentation and meeting SLA targets. The role emphasizes strong customer service, teamwork, and the ability to work within deadlines, with occasional shifts beyond the primary 1st shift.

Qualifications

• 5+ years’ experience in a customer support help desk role or IT support.
• Demonstrated customer service skills with a patient, attentive demeanor.
• Able to organize and coordinate work within deadlines with accuracy.
• Attention to detail with strong analytical and problem-solving skills.
• Ability to troubleshoot and research a wide range of computing issues.

Responsibilities

• Provide front-line IT support to end users at all locations and remote employees.
• Manage IT equipment, consumables, and perform hardware repairs/builds.
• Maintain documentation on applications, hardware, software, and procedures; suggest improvements.

Skills

Customer support

Troubleshooting

Communication

Time management

Documentation

Education

Associate degree in IT or related field

Tools

Active Directory

ServiceNow

Building OS Images

Microsoft 365

Job description

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City, State: Westfield, WI

Reports to: Senior IT Support Manager

Classification: Nonexempt

JOB DESCRIPTION

Summary: The Support Technician III is responsible for providing front-line primary support to end users (at all locations and remote) on various technical issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA.

Essential Functions

• Provides front-line support. The incumbent will provide support, to end users at all Company facilities and remote employees nationwide, by maintaining a “customer first” attitude to ensure customer/end user satisfaction. All issues will be tracked to resolution.
• Manages IT equipment. The incumbent will manage equipment, consumables, and other supplies to prevent unnecessary downtime on needed equipment and will perform hardware repair/builds of desktops, laptops, tablets, cell phones and printers.
• Supports the documentation management. The incumbent will maintain documentation on applications, hardware, software, and over-all general procedures and collaborate with other team members to identify and suggest possible procedure improvements.

Required Qualifications

• 5+ years’ experience in a customer support help desk role; and/or an associate degree in Information Technology or related field.
• Demonstrated customer service skills: a patient, caring and attentive demeanor is essential and the ability to strengthen internal relationships through collaboration.
• Able to organize and coordinate work within deadlines; can efficiently handle emerging requirements with accuracy.
• Attention to detail: excellent organizational skills, strong analytical and problem-solving skills.
• Ability to troubleshoot and conduct research into a wide range of computing issues.

Preferred Qualifications

• Experience with Windows 11 along with knowledge of basic computer hardware, Active Directory, Service Now, and Building OS Images
• Familiar with Android and IOS platforms and network troubleshooting
• Basic understanding of networking, subnetting, DNS and DHCP
• Previous application support experience with Microsoft 365
• Prior experience in a manufacturing or food industry setting

Supervisory Responsibility

No supervisory responsibilities.

Work Environment

The work environment is an office environment with standard temperatures and normal office noise levels. Some work in a factory environment as needed to deal with equipment.

Physical Demands

Position will include extensive sitting at times, standing, lifting, wearing factory required equipment while working in production, walking, visual, safely climbing of ladders, responding quickly to sounds and driving.

Position Type

This position is a salaried non-exempt, 1st shift position. Occasionally, additional time will be required working with team members during 2nd and 3rd shifts.

Travel

Travel will be minimal.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Successful completion of a pre-employment drug testand background check arerequired.

Brakebush provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Applicants must have the legal authorization to work for any employer in the United States. We are unable to provide or assume work sponsorship of employment visas.

Brakebush is committed to adhering to compliance and applicable pay transparency laws in all states where we operate and any other states where we have a legal obligation.

Please see our Benefits Page to learn more about the amazing Health and Wellness Benefits offered to our employees!

Brakebush Brothers, Inc is an equal opportunity employer. We do not discriminate in our hiring, training, or promotion policies. We will not discriminate against job applicants or employees for reasons of race, religion, color, sex, handicap, age, national origin, or any other basis prohibited by law. If you need assistance with the application process, please call [phone] or visit our contact us page for more ways to reach us.