IT Service Desk Specialist - Part Time Onsite

Responsibilities

• Install and configure basic hardware and software following established procedures
• Respond to tickets in accordance with SLA guidelines
• Record, track, and document the help desk resolution process from initial report to final outcome
• Respond to requests and issues in a timely manner
• Repair and replace equipment as needed
• Help keep endpoints aligned with department security policy by using standard checklists
• Provide onsite and remote support to end users
• Assist in AV setups for meetings
• Assist new hire training with basic IT needs
• Set up new workstations for users, including equipment deployment and account setup checks
• Support heavy use of Windows, Mac OS, iOS, and Android devices
• Operate in Active Directory
• Test new technology
• Create staff training documentation
• Resolve Tier 1 support tickets
• Escalate complex or unresolved issues to senior technicians with clear documentation of steps taken
• Basic networking awareness including cabling, switch ports, and connectivity checks
• Participate in management-approved projects to improve the customer and colleague experience
• Flag non-compliant software and systems and report to senior staff
• Perform other duties as assigned by supervisors or manager
• Follow safety rules and use required safety equipment
• Report defective equipment or unsafe conditions to appropriate personnel
• Maintain a clean and orderly work area
• Follow Good Manufacturing Practices and policies
• Collaborate to uphold Garlock-CP's commitment to a Food Safe environment

Requirements

• Passion for customer service and a desire to learn and grow in an IT support role
• Some college education, formal training, or equivalent experience
• 1–2 years of experience in a technical or customer-facing role; internships, coursework, or relevant part-time experience considered
• Exceptional interpersonal skills
• Solid problem-solving skills and a methodical, step-by-step approach to troubleshooting
• Ability to follow routine issues through to resolution and know when to escalate
• Willingness to learn new tools and technologies and to ask questions when unsure
• Excellent oral and written communication skills
• Strong organizational skills and the ability to handle multiple tasks concurrently
• Ability to travel to off-site locations

Technologies

• Windows
• Mac OS
• iOS
• Android
• Active Directory

Job Summary

Serve as the first point of contact for end users, providing front-line IT support remotely or on site. Troubleshoot and resolve common, routine issues, applying fixes and workarounds while delivering exemplary customer service, and escalate more complex problems to senior technicians. The role requires eagerness to learn, follow established procedures, and strong organizational and customer service skills. Travel to client sites may be required, and weekend or after-hours work could be needed per operational requirements.

Preferred Qualifications

• Bachelor’s Degree in a related field or certifications that align with front line support
• Bilingual English/Spanish a plus

Physical Requirements

• Typical environment of manufacturing, machinery, and production facilities
• Exposure includes but is not limited to continuous noise, scent of materials, bright workstations, machinery with moving parts
• Intermittently on feet daily on concrete floors
• Period lifting of materials weighing up to 50 lbs
• Squatting, crouching, turning, twisting, stretching, climbing steps, grabbing, pulling, pushing, and bending
• Visual and hearing acuity within normal limits