IT Desktop Support

<div class="content-intro"><div class="base-markdown"> <p>At IEM, we’re not just building innovative electrical distribution systems, we’re shaping the future. IEM is dedicated to delivering world-class solutions for complex power needs. After 75 years, we continue to push the boundaries of what’s possible. Whether you’re an experienced professional or just starting out, you’ll have the opportunity to contribute, grow, and make a lasting impact on industries that power the world’s most dynamic markets.</p> </div></div><p><strong>Position Summary</strong></p> <p>We are looking for a proactive and customer-oriented IT Desktop Support to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently. You will support various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity. The position also involves deskside support for laptops, printers, scanners, and other peripheral devices.</p> <p>&nbsp;</p> <p>As part of our commitment to service excellence, you will respond to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes. You’ll work closely with internal teams to resolve issues quickly and consistently exceed SLA expectations. Exceptional customer service is at the heart of this role, and we expect you to prioritize user satisfaction in every interaction. Additionally, you will be responsible for documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.</p> <p><strong>&nbsp;</strong></p> <p><strong>Supervision of Personnel</strong></p> <ul> <li>No direct reports expected for this role.</li> </ul> <p><strong>&nbsp;</strong></p> <p><strong>Qualifications</strong></p> <p><strong>Required</strong></p> <ul> <li>3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.</li> <li>Proficiency in supporting Windows-based PCs, including hardware diagnostics and software troubleshooting.</li> <li>Experience with application support for internal business users, including installation, configuration, and issue resolution.</li> <li>Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.</li> <li>Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.</li> <li>Familiarity with ticketing systems (e.g., Service