Senior Desktop Support Technician

Description

Reporting to the Director of IT Support, the role of Senior Desktop Support Technician is responsible for providing excellent IT support to our organization. They will join a growing team of IT support professionals working with users in-person as well as working remotely with users at all Brook and Whittle locations. This position is often viewed as the face of IT, so providing great customer service to our internal customers as well as providing clear and frequent communication on the status of issues is expected.

Essential Functions:

1. Provide excellent IT support to our organization both in-person and remotely.
2. Support a variety of technologies including but not limited to:
1. Windows 10, Windows 11
2. Microsoft Teams and OneDrive
3. Microsoft Office (Outlook, Word, Excel, PowerPoint)
4. Local and network printers, copiers, and label printers
5. Multi-Factor Authentication (MFA) user configuration and troubleshooting
6. Mobile devices (connectivity to WiFi, and configuration of email client)
7. Business Applications such as ERP systems
8. Adobe Creative Suite
3. Create and manage users in Active Directory and Office365.
4. Update drivers and apply firmware updates as part of troubleshooting process.
5. Assist other teams within the IT department with projects, significant changes, and system rollouts.
6. Work closely with stakeholders to identify potential problem areas and develop solutions.
7. Collaborate and share knowledge with other IT team members.
8. Create thorough documentation of solutions to IT problems for other team members to follow.
9. Escalate issues as necessary to other teams within IT.

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.

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. 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.

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.

Salary Range: $75,000 to $85,000

Requirements

Skills

1. Positive attitude, patience, customer service mentality, and excellent communication skills.
2. Strong problem-solving and troubleshooting skills with a keen attention to detail.
3. Skilled in supporting both Windows clients.
4. Hardware support (laptops, desktops, peripherals, printers, etc.).
5. Microsoft Active Directory User management.
6. Imaging and Disk Duplication technology.
7. Desire to continually learn new technologies and improve skill set.
8. Comfortable in a fast-paced environment, managing multiple issues/projects simultaneously.

Qualifications

1. 5+ years of full-time experience providing IT support. Experience supporting a multi-site organization is preferred.
2. Experience providing in-person and remote support.
3. On-site 5-days a week is expected with flexibility to work remotely (occasionally) as needed.
4. Bachelor’s degree in IT or related field preferred but not required.