Description:
Reporting to the Manager of IT Support, the Senior Desktop Support Technician is a highly visible, hands-on IT professional responsible for delivering exceptional end-user support remotely to all of our locations while also serving as a trusted on-site technical resource.
This position is often viewed as the face of IT, with the expectation of providing exceptional customer service to our internal customers as well as providing clear and frequent communication on the status of issues. Critical responsibilities include thorough documentation of issue resolution, collaboration with other members of the IT Support teams throughout the organization, and as necessary, issue escalation to our IT Infrastructure Team.
Essential Functions:
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Provide excellent IT support to our organization both in-person and remotely
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Support a variety of technologies including but not limited to:
- Windows 10, Windows 11 and MacOS clients
- Microsoft Teams and OneDrive
- Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Local and network printers, copiers, and label printers
- Multi-Factor Authentication (MFA) user configuration and troubleshooting
- Mobile devices (connectivity to WiFi, and configuration of email client)
- Business Applications such as ERP systems
- Adobe Creative Suite
- Create and Manage Users in Active Directory and Office365
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Update drivers and apply firmware updates as part of troubleshooting process
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Work closely with stakeholders to identify potential problem areas and develop solutions
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Share knowledge with other team members and document solutions to IT problems
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Support special projects and initiatives
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Perform on-site troubleshooting and escalations
Requirements:
Skills:
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Positive attitude, patience, strong customer service mentality, and excellent verbal and written communication skills
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Advanced problem-solving and troubleshooting skills with a keen attention to detail
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Skilled in supporting both Windows and Mac clients
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Hardware support (laptops, desktops, peripherals, printers, etc.)
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Microsoft Active Directory User management
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Imaging and Disk Duplication technology
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Desire to continually learn new technologies and improve skill set
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Comfortable in a fast-paced environment, managing multiple issues/projects simultaneously
Qualifications:
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5+ years of full-time experience providing IT support. Experience supporting a multi-site organization is preferred.
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Experience providing in-person and remote support
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Ability to work on-site 5 days per week with occasional remote flexibility
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Bachelor’s degree in IT or related field preferred but not required
About Us
Brook & Whittle Ltd. is one of North America’s leading Sustainable Labeling Solutions providers, producing pressure sensitive labels, shrink sleeves and flexible packaging for many of the nation’s leading brands. The company serves multiple consumer markets, including Personal Care, Beverage, Food, Nutraceuticals, Wine & Spirits, and Household Chemicals. The company’s rapid growth can be attributed to its world-class staff of employees and its commitment to sustainability, print innovation, and the latest technological advancements. Wouldn’t it be cool to go into a store, pick up a product and say “we make that label!”
Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical, and fairness standards. We have zero tolerance for anything less. We celebrate our diverse workforce and reward good performance through our recognition program, advancement opportunities, and our compensation structure.
We believe people are our greatest asset. Thus, we highly value individuals of strong character with drive, ambition and creativity. Relationships are our cornerstone whether it be clients, vendors or co-workers. We are the best at what we do and are looking for an exceptional individual to join our growing organization.
AAP/EEO Statement
Brook & Whittle LTD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.
Brook & Whittle expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Brook & Whittle LTD’s employees to perform their job duties may result in discipline up to and including discharge.
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.
