IT Help Desk Technician - Swing Shift

This onsite role in San Jose offers a competitive annual salary of $80,000 - $100,000, plus a swing shift premium. You will operate within a global IT standards framework at Foxconn Industrial Internet - FII and contribute to keeping internal users productive in a high tech manufacturing environment.

Starting in the 3:15 pm shift, you will be the first point of contact for IT issues, delivering prompt, courteous support to end users and diagnosing hardware, software, and network problems. You will collaborate with senior IT staff and cross functional teams to ensure services align with Ingrasys operational needs and global IT standards.

Responsibilities

• Provide timely and effective first-line technical support to end-users via phone, email, and in-person for hardware, software, and network issues.
• Diagnose and resolve common IT problems, including desktop and laptop issues, printer malfunctions, software application errors, and basic network connectivity problems.
• Assist users with operating system issues (Windows, macOS), Microsoft Office Suite, and other business-critical applications used in both office and advanced manufacturing settings.
• Create, modify, and troubleshoot user accounts and permissions within Active Directory and other relevant systems.
• Assist with setup, configuration, and deployment of new computers, peripherals, and software, ensuring adherence to company standards.
• Log all support requests, actions, and resolutions in the ticketing system; contribute to and maintain IT knowledge base articles and troubleshooting guides.
• Identify and escalate more complex or critical issues to senior IT staff or specialized teams, ensuring proper handover and follow-up until resolution.
• Ensure all support activities comply with established global IT policies, procedures, and security best practices.
• Provide consistent, customer-focused service and guide users through technical solutions to ensure a positive experience.
• Perform additional responsibilities as needed to support business objectives.

Requirements

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience and certifications (for example, CompTIA A+, Network+).
• 2+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role in a professional environment, preferably within manufacturing, industrial, or high-tech sectors.
• Strong troubleshooting skills for common hardware (laptops, desktops, printers, mobile devices) and software issues.
• Familiarity with Active Directory for user and computer management, including password resets and basic group policy concepts.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN).
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong interpersonal skills and a customer-service oriented approach.
• Ability to prioritize tasks, manage multiple requests, and work effectively under pressure.
• Self-motivated with a strong desire to learn and adapt to new technologies and processes.

Technologies

• Active Directory
• Windows
• macOS
• Microsoft Office Suite