IT Technical Support

Aquafil USA, Inc. offers an on-site IT Technical Support role in Cartersville, GA, with a salary range of USD 65,000 - 70,000 per year. You will support day-to-day technology for employees and help keep the IT team running smoothly by troubleshooting issues, maintaining workstations, and assisting the IT Manager with internal support.

What you’ll do

• Provide fast, effective helpdesk support by analyzing needs, resolving issues, and aiming for end-user satisfaction.
• Monitor and process service requests using first in, first out and priority to ensure timely handling.
• Modify configurations and utilities for local workstations, including software default settings.
• Document internal procedures to support consistent IT operations.
• Assist with onboarding by setting up and configuring PCs for new employees using established standards.
• Ensure each workstation is provisioned with the required equipment (phone, computer, monitor, keyboard, mouse, and any specialized items).
• Install, test, and configure new workstations, peripheral equipment, and software.
• Maintain inventory of company equipment and manage software license tracking.
• Identify issues that require escalation and report them to the IT Manager.
• Assign users and computers with appropriate access to file directories and programs.
• Perform timely hardware and software upgrades as required.
• Complete other duties and projects as assigned.
• Follow Aquafil’s Recycling Guidelines and Environmental Management Systems Policy (ask your supervisor for clarification when needed).

Key skills and qualifications

• Problem solving: identify and resolve problems in a timely manner by gathering and analyzing information; self-starter who can work independently and uses available resources for technical guidance.
• Customer service: handle difficult situations effectively, respond promptly to internal and external customer needs, and meet commitments with a positive, respectful, customer-focused approach.
• Planning and organizing: prioritize work, use time efficiently, stay detail-oriented, and meet deadlines.
• Quality control: demonstrate accuracy and thoroughness, monitor your own work, and apply feedback; follow written and oral instructions using common sense understanding.
• Quantity: meet productivity standards and complete tasks on time.
• Adaptability: manage competing demands and handle frequent change, delays, or unexpected events while working independently.
• Dependability: be consistently on time and follow instructions and management direction.
• Safety and security: observe safety and security procedures and properly use equipment and materials; read and interpret posted safety rules in English.
• Communication: convey information professionally both verbally and in writing; listen actively, communicate clearly and concisely, and confirm understanding.
• Basic math ability: calculate figures and amounts (add, subtract, multiply, divide).
• Education: high school diploma required.
• Experience: 2 years of relevant technical experience.
• Preferred: certification, continuing education, Associates, or Bachelor’s in Information Systems or related field, or an appropriate mix of education and experience.
• Tech familiarity: working knowledge of Microsoft Office, email, and other software, hardware, and peripheral systems.

Tools you’ll use

• Microsoft Office
• Email

Overall goals for the role

• Maintain excellent internal and external customer service with timely responses, urgency, and a consistent, competent message as part of the overall IT team communication.
• Demonstrate strong people and business skills through effective communication with IT and other departments.
• Support external business partner relationships to help drive IT initiatives.
• Maintain professionalism and teamwork to build solid working relationships.
• Practice accountability by staying aware of technical needs and continually learning.
• Follow all safety rules for the department and the entire facility.