Job Description

Salary: $169,000 - 209,000 per year Requirements:

• Proven reliability and dependability; required to be on-site every scheduled workday
• Excellent punctuality and attendance record
• Friendly, approachable demeanor with a service-oriented attitude
• Ability to remain calm and professional when assisting frustrated users or handling urgent production issues
• Quick decision-maker with sound judgment under pressure
• Meticulous attention to detail with strong documentation and follow-through skills
• Capability to adhere to procedures meticulously
• Basic understanding of:
• - Windows 10/11
• - Microsoft 365 applications
• - Fundamental networking concepts (IP configuration, DNS, Wi-Fi)
• 1–2 years of experience in IT support, technical support, or service desk roles (preferred)

• Act as the initial point of contact for IT concerns through ticketing systems, phone, email, and spontaneous walk-up requests
• Deliver professional, patient, and courteous assistance to both manufacturing and office personnel
• Prioritize issues affecting production, safety, or operational continuity
• Adjust swiftly to evolving priorities during the workday
• Independently resolve common technical issues including:
• - Password resets, multi-factor authentication challenges, and basic access troubles
• - Operating issues on Windows 10/11 workstations
• - Troubleshooting printers, scanners, label printers, phones, and other peripherals
• - Addressing Microsoft 365 issues (Outlook, Teams, Excel, OneDrive)
• - Handling basic network connectivity problems (Wi-Fi, cables, docking stations)
• Conduct initial troubleshooting before escalating problems, even amidst high-interruption environments
• Log, categorize, and document all service incidents and requests with accuracy
• Provide comprehensive notes to ensure subsequent technicians can address issues without repetition
• Follow established procedures, scripts, and operational guides
• Properly escalate complex issues to higher-tier Help Desk staff with all pertinent information
• Maintain timely updates on the status of service tickets
• Offer on-site support across manufacturing floors, offices, and shared workspaces
• Address walk-up issues that may disrupt planned tasks frequently
• Assist with production workstations, communal devices, and peripherals
• Participate in setting up workstations, desk configurations, and hardware adjustments as needed
• Support employee onboarding and offboarding in accordance with documented standards
• Set up workstations and peripherals for new hires and manage the return of mobile equipment during offboarding
• Safely lift and carry equipment weighing 30+ lbs as required

• Excel
• Hardware
• Support
• Microsoft 365
• Mobile
• Network
• Windows
• Office 365
• ERP
• Security

More:

At Norco Industries, we are looking for a dedicated on-site Help Desk I Technician to assist our employees at manufacturing plants and office locations. This is a crucial role as you will be the first line of IT support, significantly impacting our production efficiency and employee productivity. This hands-on position requires someone reliable, composed under pressure, and friendly, especially in fast-paced plant-floor settings where interruptions can occur frequently. We offer a full-time role with benefits including 401(k) with matching, health insurance, paid time off, dental and vision insurance, and an employee assistance program. Join our team to contribute to a dynamic work environment!

last updated 4 week of 2026

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