Technician, IT Help Desk III

YRH - PACKSIZE LLC; Louisville (KY); Presencial; USD 65.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Dental and vision

401(k)

PTO

HSA/FSA

Life Insurance

Disability Insurance

Critical illness

Hospital indemnity

Accident coverage

ID theft protection

EAP

Descripción de la vacante

Packsize is seeking an experienced technical support professional to analyze requirements, resolve complex hardware, software, access, and device issues, and support the internal Service Desk. You will administer and support PCs, printers, mobile devices, and related hardware and software.

The role includes end-user support, license tracking, asset management, workstation maintenance and upgrades, application administration, advanced troubleshooting, root-cause analysis, documentation,

Formación

• Advanced proficiency with Microsoft 365, Windows, and Apple operating systems.
• Experience supporting DNS/DHCP, client VPN technologies, Active Directory, endpoint hardware, mobile devices, and IT ticketing systems.
• Demonstrated ability to resolve complex or systemic technical issues, perform root-cause analysis, and develop durable solutions.
• Strong verbal and written communication skills, including the ability to explain technical information to non-technical users.
• Excellent organization, customer service, sound judgment, cross-functional collaboration, coaching, and process-improvement skills.

Responsabilidades

• Provide advanced help desk support and resolve incidents and service requests to end user’s satisfaction.
• Own assigned tickets and queue work from intake through resolution, setting clear expectations, and providing timely updates.
• Monitor and respond quickly and effectively to requests received by the Service Desk.
• Independently troubleshoot hardware, software, access, network, device, and performance issues using a structured approach.
• Serve as an escalation point for complex, recurring, cross-system, or high-impact issues.
• Perform root-cause analysis, identify recurring patterns, and recommend durable corrective or preventive solutions.
• Document troubleshooting steps, work performed, decisions, outcomes, and internal procedures in the appropriate systems.
• Create and improve knowledge articles based on ticket trends, identified gaps, and changes to supported technology.
• Improve Service Desk processes and SOPs by simplifying or automating repeatable work and reinforcing the approved source of truth.
• Assist with onboarding new users and the deprovisioning of departed employees.
• Install, test, configure, maintain, and upgrade workstations, peripheral equipment, and software.
• Manage PC setup and deployment using standard hardware and software, and ensure workstations include required peripherals and specialized equipment.
• Maintain accurate inventory records for equipment and software.
• Manage supported mobile devices through Intune and Freshservice, assist with VoIP administration, and assign users and computers to approved Active Directory groups.
• Support meeting-room and multimedia conferencing solutions and coordinate with meeting stakeholders when technical assistance is required.
• Mentor Service Desk peers, share technical context, review documentation, and coordinate with partner teams to improve support consistency and customer outcomes.

Conocimientos

End-user support

Communication

Cross-functional collaboration

Documentation

Educación

College coursework/related degree

Herramientas

Microsoft 365

Windows

Apple devices

DNS/DHCP

Active Directory

VPN

IT ticketing

Descripción del empleo

About Packsize

We are Packsize. Afast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of Right-sized Packaging On Demand® systems, software, and services. Founded in 2002 and headquartered in Salt Lake City, Packsize gives businesses worldwide the ability to improve their customer satisfaction and enhance brand value while gaining efficiencies and savings.We accomplish this through our shared passion for a world where every box, envelope, and package shipped is the right size.This right-sized shipment sends a ripple effect through the supply chain by reducing carbon emissions and fuel needs. In pursuit of packaging sustainability, we value the contribution of our combined experiences, backgrounds, and relationships to create a team where Everyone Fits.Become a part of Packsize and help us build Smart Packaging for a Healthy Planet®.

About the role

In this role, you will provide advanced technical support for Packsize employees by analyzing requirements, resolving complex hardware, software, access, device, and workplace technology issues, and supporting the internal Service Desk. You will administer and support the Company’s PCs, printers, mobile devices, and related hardware and software. The role includes end-user support, license tracking, asset management, workstation maintenance and upgrades, application administration, advanced troubleshooting, root-cause analysis, documentation, mentoring, and continuous improvement. You will also serve as an escalation point for issues that require broader technical depth, cross-functional coordination, or a durable solution.

What You’ll Do

• Provide advanced help desk support and resolve incidents and service requests to the end user’s satisfaction.
• Own assigned tickets and queue work from intake through resolution, setting clear expectations, and providing timely updates.
• Monitor and respond quickly and effectively to requests received by the Service Desk.
• Independently troubleshoot hardware, software, access, network, device, and performance issues using a structured approach.
• Serve as an escalation point for complex, recurring, cross-system, or high-impact issues.
• Perform root-cause analysis, identify recurring patterns, and recommend durable corrective or preventive solutions.
• Document troubleshooting steps, work performed, decisions, outcomes, and internal procedures in the appropriate systems.
• Create and improve knowledge articles based on ticket trends, identified gaps, and changes to supported technology.
• Improve Service Desk processes and SOPs by simplifying or automating repeatable work and reinforcing the approved source of truth.
• Assist with onboarding new users and the deprovisioning of departed employees.
• Install, test, configure, maintain, and upgrade workstations, peripheral equipment, and software.
• Manage PC setup and deployment using standard hardware and software, and ensure workstations include required peripherals and specialized equipment.
• Maintain accurate inventory records for equipment and software.
• Manage supported mobile devices through Intune and Freshservice, assist with VoIP administration, and assign users and computers to approved Active Directory groups.
• Support meeting-room and multimedia conferencing solutions and coordinate with meeting stakeholders when technical assistance is required.
• Mentor Service Desk peers, share technical context, review documentation, and coordinate with partner teams to improve support consistency and customer outcomes.

What You’ll Bring

College coursework, a degree in a related field, equivalent technical training, or comparable practical experience.

Qualifications (including Knowledge, Skills & Abilities)

• Advanced proficiency with Microsoft 365, Windows, and Apple operating systems.
• Experience supporting DNS/DHCP, client VPN technologies, Active Directory, endpoint hardware, mobile devices, and IT ticketing systems.
• Demonstrated ability to resolve complex or systemic technical issues, perform root-cause analysis, and develop durable solutions.
• Strong verbal and written communication skills, including the ability to explain technical information to non-technical users.
• Excellent organization, customer service, sound judgment, cross-functional collaboration, coaching, and process-improvement skills.

Physical Demands and Working Conditions

• May require occasional travel
• Must have a valid driver’s license and clean driving record.
• Must be able to lift up to 70 lbs.

What We Offer

We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection.

• medical, dental, and vision coverage
• a 401(k) retirement plan
• Paid Time Off
• Health Savings and Flexible Spending Accounts (HSA/FSA)
• life and disability insurance
• critical illness
• hospital indemnity
• accident
• legal/ID theft protection
• Employee Assistance Program (EAP) to support your overall well-being

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.

Packsize creates and maintains more efficient and sustainable packaging process flows from packing to unboxing. We’re propelling our customers and the industry forward, always looking to innovate and improve. At Packsize, packaging is much more than a box. It's about delivering what's right, for our customers, for their customers, and for our planet.