Job Description
The IT Desktop Support position provides day-to-day technical support to employees and helps maintain reliable computer hardware, software, software, and related technology systems. This role troubleshoots user issues, completes assigned IT support requests, assists with equipment setup and maintenance, and provides responsive customer service to employees across Kelco.
Essential Functions
- Provide technical support and troubleshooting for desktops, laptops, printers, peripherals, software, and basic network connectivity issues.
- Install, configure, maintain, and replace computers, software, and other IT equipment.
- Respond to and complete assigned IT support tickets in a timely and professional manner, escalating complex issues as needed.
- Support Microsoft Windows operating systems, Microsoft Office/Microsoft 365 applications, ERP, user accounts, access, and general technology needs.
- Set up computers, accounts, and equipment for new employees and assist with equipment changes and employee departures.
- Perform routine maintenance to support the reliability, security, and performance of company IT equipment and systems.
- Maintain accurate records of IT equipment, assignments, repairs, replacements, and other technology assets.
- Provide courteous and responsive technical assistance to employees while following established IT security and confidentiality practices.
- Assist with IT projects, system upgrades, implementations, and other IT-related responsibilities as assigned.
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Core Competencies
- Safety Awareness – Ability to identify and correct or report conditions that affect the safety of employees.
- Technical Aptitude – Demonstrates working knowledge of computer hardware, software, Windows operating systems, Microsoft Office/Microsoft 365, and common business technology.
- Troubleshooting & Problem Solving – Effectively identifies, investigates, and resolves technical problems.
- Customer Service – Provides patient, professional, and courteous support to employees with varying levels of technical knowledge.
- Communication – Clearly communicates technical information, instructions, and issue status to users and management.
- Organization – Manages multiple support requests and priorities while maintaining accurate records and follow-through.
- Dependability – Responds to support needs in a timely manner and follows assigned issues through resolution.
- Confidentiality & Security Awareness – Handles system access and company information responsibly and follows established security practices.
- Adaptability – Learns new technologies and adjusts to changing systems, priorities, and business needs.
Qualifications
- High school diploma or equivalent required; Associate degree or technical training in Information Technology, Computer Science, or a related field preferred.
- Previous experience providing desktop, help desk, or end-user technical support preferred.
- Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, computer hardware, peripherals, and basic networking concepts.
- Experience working with an IT ticketing system preferred.
- Ability to troubleshoot technical issues independently and determine when escalation is appropriate.
- Ability to communicate effectively with both technical and non-technical employees.
Benefits - 401(k)
- 401(k) matching
- Medical, Dental, Vision Insurance
- Short-Term Disability, Long-Term Disability, Accident, Critical Illness insurance
- Identity Theft, Legal, and Pet Insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
Work Location: In person |