Technical Support Specialist

Mayville Engineering Company, Inc.; Raleigh (NC); On-site; USD 42,000 - 55,000; Full time

Job summary

Mayville Engineering Company, Inc. is seeking a Technical Support Specialist to serve as the frontline IT resource for employees, ensuring access to hardware, software, and tools to stay productive.

You will troubleshoot, resolve, and document issues across devices and software, while prioritizing requests to meet SLAs in a fast-paced manufacturing setting. Strong customer service and communication skills are essential.

Qualifications

• Associate's degree in IT/CS or related field.
• Minimum 1 year of technical support or help desk experience.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, and portal.
• Deliver prompt, professional, customer-focused technical support.
• Diagnose and resolve hardware, software, and system issues; escalate when needed.
• Prioritize incidents to meet SLAs and document resolutions for knowledge sharing.
• Provide hands-on desktop support, including hardware repairs and setup.
• Perform preventive maintenance on computers, printers, networks, and software.
• Create user-friendly help guides and troubleshooting documentation.
• Support IT hardware and tech systems within a manufacturing environment.
• Identify opportunities to improve processes and user experience.
• Document troubleshooting steps and solutions for future reference.
• Research solutions using internal resources and external knowledge bases.

Skills

Hardware knowledge

Windows 11

Microsoft Office

Customer service

Troubleshooting

Documentation

Prioritization

Education

Associate's degree in IT/CS or related field

Tools

Process Explorer

Sysinternals

Windows 11

Microsoft Office

Job description

Description

Are you passionate about solving technical challenges and helping people succeed? We're looking for a Technical Support Specialist who thrives on troubleshooting, problem-solving, and delivering exceptional customer service. In this role, you'll serve as the frontline support resource for employees, ensuring they have the technology and tools they need to stay productive.

If you enjoy working with a variety of hardware, software, and end users in a fast-paced environment, we'd love to hear from you.

As a Technical Support Specialist, you will:

• Serve as the first point of contact for IT support requests received through phone, email, chat, and web portal.
• Deliver prompt, professional, and customer-focused technical support while building positive relationships with users.
• Diagnose and resolve hardware, software, and system issues, escalating complex problems when necessary.
• Prioritize incidents and service requests to meet established service level agreements (SLAs).
• Document troubleshooting efforts, solutions, and resolutions to ensure effective knowledge sharing and issue tracking.
• Research and implement solutions using internal resources and external knowledge bases.
• Provide hands-on desktop support, including hardware repairs, peripheral setup, and workstation troubleshooting when remote support isn't sufficient.
• Perform preventive maintenance on computers, printers, networks, and software systems to help minimize downtime.
• Create user-friendly help guides, FAQs, and troubleshooting documentation.
• Support IT hardware and technology systems within a manufacturing environment.
• Identify opportunities to improve processes, enhance service delivery, and strengthen the user experience.

What We're Looking For

• Knowledge of computer hardware, including desktop and laptop systems, component replacement, and workstation setup.
• Experience supporting Windows 11 operating systems.
• Experience supporting Microsoft Office applications.
• Familiarity with diagnostic and troubleshooting utilities, such as Process Explorer and Microsoft Sysinternals.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong attention to detail and organizational skills.
• Proven analytical and problem-solving capabilities.
• Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.

Education

• Associate's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.

Experience

• Minimum of one year of technical support or help desk experience.

Why Join Us?

This is an opportunity to make a direct impact by helping employees stay connected, productive, and successful. You'll work with a wide range of technologies, expand your technical expertise, and contribute to continuous improvement initiatives in a collaborative and supportive environment.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.