IT Helpdesk Technician

About Craftsmen Industries

Craftsmen Industries custom manufactures unique specialty trailers and vehicles and large format printed elements for experiential marketing and industrial solutions for brands across the industry spectrum including Boeing, PepsiCo, and Anheuser-Busch. We pride ourselves on creating our products fully in-house from initial design and engineering to fabrication and the finishing touches of graphics and paint.

Our Craftsmen team includes one subsidiary, Schantz Manufacturing. Schantz focuses on custom manufacturing of concession trailers for the fair and festival industry.

Guided by our values, we BUILD by helping bring ideas to life in a dynamic and collaborative environment and we're looking for talented individuals to grow with us!

What Do We Offer?

• Competitive compensation.
• Career development opportunities.
• Benefits including but not limited to Medical, Dental and Vision.
• 401(k) Match and Much More!

Position Title: IT Helpdesk Technician

Location: St. Charles, MO

Position Summary:

We are seeking a highly organized and customer-focused IT Technician to join our team. This onsite role provides first-line technical support to employees across our manufacturing organization, including hardware, software, and network troubleshooting. The position also manages support tickets, documents solutions, and maintains the IT knowledge base to help ensure smooth day-to-day operations across our three sites.

This position requires strong attention to detail, excellent problem-solving skills, and the ability to communicate effectively with users at all levels. The successful candidate enjoys learning and helping others resolve technology-related challenges while providing timely, professional support.

Job Responsibilities:

• Provide Level 1 technical support to employees via phone, email, and the IT ticketing system by troubleshooting and resolving hardware, software, network, and other technology-related issues across onsite and remote locations while meeting established response time expectations.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, peripherals, Windows and macOS operating systems, Microsoft 365 applications, endpoint protection, and other standard business software.
• Set up, deploy, maintain, and recover workstations, user accounts, system access, and company-issued equipment to support employee onboarding, offboarding, and ongoing device management, including software updates, operating system patches, and security configurations.
• Assist users with password resets, account management, conference room technology, basic technology training, and other end-user support needs; escalate complex issues to senior IT staff or third-party vendors as appropriate.
• Maintain accurate IT documentation, including service tickets, troubleshooting procedures, knowledge base articles, standard operating procedures, and hardware/software inventory.
• Identify recurring technical issues and recommend process improvements to enhance IT support, service efficiency, and system reliability.
• Follow company policies and best practices related to data security, privacy, and system integrity.
• Perform other duties as assigned.

Required Skills and Experience:

• Associate's degree in Information Technology, Computer Science, or a related field.
• Minimum of one (1) year of help desk or technical support experience.
• Working knowledge of Windows operating systems, Microsoft 365, Microsoft Office applications, hardware installation, device drivers, and basic networking concepts.
• Experience supporting macOS and Apple devices.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve hardware, software, and network issues.
• Excellent customer service, interpersonal, and verbal and written communication skills, with the ability to support users at all levels of the organization.
• Ability to manage multiple priorities, work independently with minimal supervision, and demonstrate strong follow-through.
• Ability to travel between organizational sites and complete work-related errands as needed to support business operations.
• Valid state driver's license with a clean driving record and a demonstrated commitment to safe driving practices.
• Consistent and stable work history.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting a manufacturing or multi-site environment, including ERP systems, shop floor technology, or industrial workstations.
• Experience with IT ticketing systems, technical documentation, and knowledge base development.

Physical Requirements:

• Move throughout office, warehouse, and manufacturing environments to provide onsite technical support.
• Position self to stoop, bend, kneel, and work under desks and in computer access areas while installing, configuring, and troubleshooting equipment.
• Lift, carry, and move computers, monitors, printers, and other IT equipment weighing up to 50 pounds.
• Use hands and fingers to operate, troubleshoot, configure, and set up computers, peripherals, and other technology equipment.
• Communicate effectively in person and via phone with internal and external customers.
• Perform tasks requiring close vision, color vision, and the ability to adjust focus while working with computer hardware, displays, and equipment.

Craftsmen Industries (and its subsidiaries) is an Equal Opportunity Employer. This means that we consider all applicants for employment and employees eligible for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity, and/or any other characteristic protected by law. We also provide reasonable accommodations to our applicants and employees with disabilities in order to assist them in the performance of their essential job functions.

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