Service Desk Technician

Momentec Brands • Kannapolis, NC

5d • $26 - $34

About The Position

The Service Desk Technician provides frontline technical support to end users by troubleshooting hardware, software, and network issues. This role ensures employees receive timely, high‑quality assistance to maintain productivity. The technician logs and resolves incidents, fulfills service requests, and escalates issues as needed according to established procedures.

Requirements

• Associate’s degree in information systems/computer science or 1–3 years of experience in IT support, help desk, or technical customer service
• Strong knowledge of Windows 10/11, macOS, Microsoft 365, and standard enterprise applications
• Experience with Jira
• Experience troubleshooting hardware, peripherals, and mobile devices
• Familiarity with Active Directory, Azure AD, and basic networking concepts
• Excellent customer service, communication, and problem‑solving skills

Nice To Haves

• CompTIA A+, Network+, or similar certifications
• Experience with ITSM tools (ServiceNow, Jira, Freshservice, Zendesk, etc.)
• Understanding of ITIL practices and service management processes
• Experience supporting industrial or operational technology (OT) in a warehouse, manufacturing, or distribution center environment
• Technical troubleshooting
• Customer‑first mindset
• Clear communication
• Time management and prioritization
• Adaptability and teamwork
• Attention to detail

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, or walk‑up support
• Diagnosing and resolving issues related to: Windows/macOS operating systems Microsoft 365 and common business applications Network connectivity, VPN, and wireless access Printers, mobile devices, and peripherals Workstations, shared kiosks, scanners, and devices essential to operations, shipping, receiving, and inventory control
• Perform basic troubleshooting of hardware components and replace faulty equipment when needed
• Support user account administration, including password resets, MFA assistance, and access management
• Create, update, and resolve tickets in the IT service management (ITSM) system. (JIRA)
• Prioritize incidents and requests based on urgency and business impact
• Document all troubleshooting steps, solutions, and follow‑up actions clearly
• Escalate complex or unresolved issues to Tier 2/Tier 3 teams
• Install, configure, and update software according to established standards
• Build, deploy, and maintain workstations, laptops, and mobile devices
• Assist with onboarding and offboarding processes, including equipment set up and retrieval
• Maintain accurate inventory of IT equipment and user‑assigned devices
• Follow IT policies, security standards, and data handling procedures
• Ensure devices meet compliance requirements, including patching, antivirus, and encryption
• Report potential security incidents or suspicious activity

Benefits

• Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance
• FSA
• Paid Vacation, Paid Holidays, Floating Holiday, and Paid Sick Time
• 401(k) Plan, with annual Company Contribution
• Discounts on Momentec Brands products (formerly ASB and FSG brands)
• Clean work environment with a casual dress code…no uniforms!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree