IT Support Desk

Join Groninger USA LLC as an IT Support Desk teammate in Charlotte, NC (onsite). This role is your chance to build real impact as the first line of support, helping employees stay productive across devices and apps. You will work with a “one-team” mindset across locations by partnering closely with Corporate IT. Along with a competitive hourly rate, the position includes 20 PTO days per calendar year plus 11 paid holidays, along with everyday perks like fresh fruit delivered every Monday, snacks, and engagement events. Gym reimbursement and employer-contributed benefits are also part of the package.

Responsibilities

• Act as the first point of contact for IT support requests via phone and ticketing systems
• Troubleshoot and resolve hardware, software, printer, mobile device, and basic network issues
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint
• Assist with password resets, multi-factor authentication, and access requests
• Configure and deploy computers, laptops, and mobile devices while meeting applicable security and regulatory requirements
• Provide first-level support for business applications including PSI Penta, Remberg, and Allex.ai
• Escalate unresolved issues to the appropriate IT resources and vendors
• Document incidents, requests, troubleshooting steps, and resolutions in the ticketing system
• Maintain IT asset inventories and equipment records
• Support employee onboarding and offboarding processes
• Support software installation, patching, and routine maintenance activities
• Prioritize urgent cases first, then address remaining requests within 24 hours
• Build and maintain a strong partnership with Corporate IT, reinforcing a “one-team” culture across locations
• Support the company’s strategic goals and values

Requirements

• Associate degree in Information Technology or a related field (required)
• 2 years of IT support, help desk, or technical support experience (required)
• Expertise with Microsoft Office Suite (required)
• Basic understanding of computer hardware, software, and networking concepts (required)
• Strong customer service and communication skills (required)
• Ability to troubleshoot technical issues and prioritize multiple requests (required)
• Flexible schedule occasionally for updates from Germany or emergencies (less than 10%, potentially very early morning or weekend work) (required)
• Experience in a manufacturing environment is preferred
• CompTIA A+ or similar certification is preferred
• Must be able to lift up to 15 pounds at times
• German language skills are a plus

Tools You’ll Use

Microsoft 365, Outlook, Teams, Word, Excel, SharePoint, Microsoft Office Suite, multi-factor authentication, PSI Penta, Remberg, Allex.ai