IT Support Tech I

Position Summary / Essential Function
The IT Support Technician provides responsive, hands-on technical assistance that supports the availability, functionality, security, and efficient use of information technology systems across Central Wire locations. As a member of the Business Direct Customer Support Team, the position serves as a first point of contact for user incidents and service requests involving desktop and laptop computers, printers, scanners, Microsoft 365 applications, telephone systems, accounts, and related peripherals.

Working primarily from established procedures and under the guidance of the Business Systems Analyst Team and Security and Infrastructure Team, the IT Support Technician I diagnoses routine issues, performs approved configurations and installations, documents work in the ticketing system, and escalates matters requiring advanced analysis or specialized authority. The position also maintains accurate technology records, supports onboarding and user training, assists with technology deployments and projects, and helps maintain an organized inventory of IT equipment.

Key Duties and Responsibilities

Help Desk and End-User Support
•    Provide timely, professional first-line technical support to more than 500 users in an international, multi-site environment.
•    Respond to help desk telephone calls, email requests, and tickets; gather relevant information and determine the nature, urgency, and business impact of reported issues.
•    Troubleshoot routine hardware, software, connectivity, access, printing, scanning, and peripheral issues using established diagnostic procedures and available knowledge resources.
•    Assist users with the effective use of approved IT systems, applications, and equipment.
•    Resolve issues within assigned authority and technical capability; route or escalate complex application, infrastructure, cybersecurity, or recurring issues to the appropriate support group.
•    Keep users informed regarding ticket status, expected next steps, and resolution.

Ticket Management and Documentation
•    Create and maintain complete, accurate, and timely ticket records in the established IT service-management system.
•    Document symptoms, diagnostic steps, actions taken, equipment or systems affected, escalation details, and final resolution.
•    Monitor assigned incidents and service requests through closure and follow up to confirm an effective resolution.
•    Create and update knowledge-base articles, build instructions, and repeat-fix documentation when appropriate.

Endpoint, Account, and Technology Support
•    Following established procedures and with guidance as needed, configure, install, deploy, update, replace, and support desktops, laptops, printers/copiers, telephone equipment, approved software applications, and related peripherals.
•    Perform basic PC hardware installation, replacement, repair, and bench work within assigned authority.
•    Assist the Enterprise Software and Security and Infrastructure teams with approved account, user ID, password, access, patching, upgrade, and deployment activities.
•    Apply cybersecurity fundamentals and promptly report suspected security events, unauthorized access, phishing, malware, or control exceptions through established channels.
•    Follow change-management, asset-management, security, data-protection, and configuration standards.

Inventory, Records, Training, and Projects
•    Maintain accurate department records, including hardware inventory, software licensing, deployed assets, network or device configuration information, and knowledge-base content.
•    Maintain appropriate IT hardware stock levels and an orderly, safe bench and storage area in accordance with established guidelines.
•    Participate in new-employee orientation and provide basic IT training regarding systems access, equipment, security practices, and support procedures.
•    Assist with IT projects, equipment deployments, site support, system upgrades, and other departmental initiatives as assigned.
•    Communicate technical issues, ticket flow, project status, risks, and dependencies to members of the support team.
•    Travel to other CWI locations as required to provide on-site IT support.
•    Perform other related duties as assigned.

Required Qualifications
•    One to three years of IT support, help desk, desktop support, customer service, or systems support experience, or an equivalent combination of education and experience.
•    Working knowledge of Windows operating-system installation, configuration, and troubleshooting.
•    Basic working knowledge of Active Directory and Windows domain environments.
•    Experience supporting Microsoft 365 applications.
•    Experience with PC hardware installation, build, component replacement, and basic repair.
•    Basic knowledge of TCP/IP networking concepts and cybersecurity fundamentals.
•    Strong analytical troubleshooting, organization, documentation, follow-up, and customer-service skills.
•    Ability to communicate technical information clearly to users with varying levels of technical knowledge.
•    Ability to work independently within established procedures and collaborate effectively with specialized IT teams.

Preferred Qualifications
•    Technical certificate, associate degree, or coursework in information technology, computer systems, networking, cybersecurity, or a related discipline.
•    Experience supporting users in a manufacturing, multi-site, or international environment.
•    Experience with an IT service-management or help desk ticketing platform.
•    Relevant entry- or intermediate-level certification, such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or an equivalent credential.

Key Skills and Competencies
•    Approachability and Listening: Puts users at ease, gives appropriate attention, asks effective questions, and demonstrates receptivity to the information provided.
•    Communication: Explains technical information clearly in writing and verbally, selects the appropriate communication method, and provides the level of detail needed by the audience.
•    Composure: Responds to urgent requests and demanding situations in a tactful, calm, and self-controlled manner.
•    Cooperation and Teamwork: Works flexibly and collaboratively with users, peers, and specialized support teams; demonstrates trust and respect for others.
•    Customer Focus: Builds effective internal-customer relationships, understands user needs and business impact, and offers practical support within established standards.
•    Priority Setting: Assesses urgency, impact, dependencies, and service expectations to organize work and escalate appropriately.
•    Accountability and Follow-Through: Maintains accurate records, meets commitments, monitors open work, and follows issues through resolution or effective handoff.
•    Technical Aptitude and Continuous Learning: Applies the technical knowledge required for the role, learns new technologies and procedures, and recognizes when specialized assistance is required.
•    Safety and Security Awareness: Performs physical and technical work safely and follows applicable cybersecurity, access-control, confidentiality, and asset-handling requirements.

Work Environment / Physical Requirements
•    Frequent sitting and computer use, with occasional standing, walking, bending, reaching, and work in confined or restricted equipment areas.
•    Ability to lift, carry, position, and install equipment weighing up to 30 pounds.
•    Ability to use standard hand tools and safely connect, disconnect, and move computer and peripheral equipment.
•    Ability to work scheduled evenings and/or weekends when required for patching, upgrades, installations, maintenance, or business-continuity support.

Benefits
Subject to the terms, eligibility requirements, and amendment provisions of the applicable plans and policies:
•    401(k) with matching 
•    Dental insurance 
•    Employee assistance program 
•    Flexible spending account 
•    Health insurance 
•    Health savings account 
•    Life insurance 
•    Paid time off 
•    Referral program 
•    Tuition reimbursement 
•    Vision insurance 

Pre-Employment Drug Testing
All applicants who are offered a position with the Company will be required to successfully complete a post-offer drug screening, where permitted by applicable law and in accordance with Company policy.

At-Will Employment
Nothing in this job description alters the at-will nature of employment where applicable. Nothing in this job description creates a contract of employment or alters the at-will employment relationship.

Equal Employment Opportunity Statement
The Company is an Equal Opportunity Employer and prohibits discrimination or harassment based on any protected characteristic under federal, state, or local law.