IT Service Desk Technician Elk Point

Job Description
TBA-HR-FJ-001

IT Service Desk Technician ll

REPORTS TO: CIO PAY: Salary

POSITION Full Time FLSA CLASS Exempt

DEPARTMENT IT Department SHIFT Day

JOB SUMMARY:

The IT Service Desk Technician II provides frontline and advanced technical support for end users
across the organization. This role will handle both Level 1 and Level 2 support responsibilities,
resolving the majority of user issues while escalating infrastructure-related issues to the infrastructure
team when necessary. This role supports both office and manufacturing environments and is
responsible for maintaining endpoint systems, troubleshooting user issues, supporting shop-floor
technology, and ensuring timely resolution of service requests while delivering excellent customer
service.

SUPERVISORY RESPONSIBILITIES:

• None.

DUTIES AND RESPONSIBILITIES:

• Provide frontline IT support for end users via phone, email, in-person, or ticketing system

• Diagnose and resolve hardware, software, operating system, and network connectivity issues

• Handle both Level 1 and Level 2 support requests, resolving issues whenever possible before

escalation

• Escalate infrastructure, server, network, or security issues to the infrastructure team when

appropriate

• Install, configure, and maintain desktops, laptops, printers, scanners, and mobile devices

• Support shop floor and operational technology including manufacturing workstations,

scanners, and shared devices

• Administer user accounts, permissions, and access requests in Active Directory and Microsoft

365

• Deploy and configure systems using standard imaging and endpoint management tools

• Log, track, and document incidents and service requests in the ticketing system

• Maintain accurate IT asset inventory and lifecycle documentation

• Develop documentation and knowledge base articles to improve support processes

• Assist with IT projects including hardware refreshes, software deployments, and technology

rollouts

• Provide occasional support outside of standard hours for critical operational issues when

required

• Perform additional assignments as directed by IT leadership

• Customer Service Orientation

• Technical troubleshooting and problem solving
  

File saved in: S:\SA-SALES\FORMS … Revision Date – 1/5/24

Job Description
TBA-HR-FJ-001

IT Service Desk Technician ll

• Attention to detail and documentation

• Time management and prioritization

• Team collaboration

• Adaptability and self-direction

REQUIRED SKILLS/ABILITIES

• Excellent managerial skills

• Excellent verbal and written communication skills

• Basic knowledge of operations and project management

• Excellent organizational skills and attention to detail

• Strong problem-solving skills

• Basic computer skills with the capability of learning new programs/interfaces as needed, such

as MSFT Word, Excel, Fishbowl Smartsheet and Salesforce

• Ability to read and understand blueprints

• Remote work may be available to those that qualify

EDUCATION AND EXPERIENCE

• Associate or bachelor’s degree in information technology, Computer Science, or related field

(or equivalent experience)

• 3–5 years of experience in IT support, service desk, or desktop support roles

• Experience supporting manufacturing or operational environments preferred

• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus

TRAVEL, HOURS OF WORK, & SUPERVISION:

This position normally requires the individual to be physically present at one or more TBB

manufacturing location Monday through Friday as deemed necessary. The IT Service Desk

Technician ll may be required to travel extensively and may frequently be required to remain out of

town on overnight trips in fulfillment of his or her job responsibilities. This position will report to CIO.

PHYSICAL REQUIREMENTS (including but not limited to):

• Prolonged periods sitting at a desk and working on a computer.

• Ability to work in cubicle setting.

• Must be able to lift up to 15 pounds at times.

Revision Date Author Description

03/11/2026 GR Original Release

File saved in: S:\SA-SALES\FORMS … Revision Date – 1/5/24