Service Desk Support Technician (IT)

Butcher Power Products (BPP) designs and manufactures mission‑critical and industrial power solutions for essential infrastructure nationwide. Headquartered in Sacramento, CA, our teams collaborate closely across engineering, manufacturing, and operations to build reliable, high‑quality systems and take pride in delivering work that truly matters. Job Summary As a Service Desk Support Technician at BPP, you are the first person our team sees when there is a tech problem. Your role goes beyond "fixing computers"—you are the IT ambassador, translating complex technical issues into understandable information for non‑technical employees and ensuring they can work without technology frustration. You will provide in‑person problem solving in high‑stress critical operations, from setting up new hires to resolving printer issues, acting as the bridge between the technical team and the rest of the company. Key Responsibilities First‑Level Support: Act as the initial point of contact for technical requests, providing "break‑fix" support for workstation software, hardware, and printers. Multi-Platform Support: Assist users across a diverse environment, including Windows PCs, Mac desktops/laptops, and mobile devices (iOS and Android). PC & Peripheral Setup: Lead the "white glove" deployment of hardware. Install, configure, and deploy monitors, keyboards, docking stations, and specialized software. Ticket Management: Maintain high standards of documentation within our ITSM system, ensuring all issues are resolved within established SLAs. Inventory & Asset Management: Maintain an organized IT storage environment. Perform asset tagging and lifecycle tracking for all new hardware. Process returns, determining if devices should be refurbished for reuse or prepared for secure disposal. Maintenance & Troubleshooting: Perform routine preventive maintenance to ensure system reliability and use diagnostic tools to resolve basic network connectivity and Office 365 challenges. Strategic Project Assistance: Partner directly with internal teams to implement internal IT projects such as security audits and hardware/software deployments. Inter‑Departmental Coordination Partner with Business Units: Collaborate with all departments across the organization to understand their specific technical workflows and minimize downtime. Bridge Technical Gaps: Serve as a translator, helping non‑technical staff utilize existing technology to meet their specific business goals. Real‑Time Reporting: Work with department leads to identify and escalate recurring technical hurdles or widespread outages immediately. Policy Advocacy: Ensure all departments remain compliant with company security policies and hardware standards during setups and refreshes. Requirements & Qualifications Experience: 2‑4 years of hands‑on experience in Desktop Support or a technical helpdesk/service desk environment. Education: Associate’s degree in computer science, IT, or equivalent experience and certifications. Technical Proficiency: Expertise in Windows 10/11 and Microsoft Office 365. Familiarity with PC imaging and basic hardware repair. Basic knowledge of Ethernet network topology and mobile device troubleshooting. Proven ability to explain complex technical concepts in layman’s terms. Strong adaptive prioritization—able to switch between high‑priority VIP Office requests and issues within our manufacturing processes. Physical Demands: Ability to lift 40 lbs, kneel/crawl to manage cabling under desks, and travel between local sites as needed. Preferred Qualifications Experience with ITSM tools. Certifications: CompTIA A+, Network+, or Apple Certified Support Professional (ACSP). Familiarity with Active Directory or Microsoft Entra ID. Core Competencies You know how to manage a partner that is both the "Architect" and the "Supplier." A passion for automating the mundane (e.g., using Intune/Autopilot to eliminate manual imaging). You thrive in high‑pressure, "explosive growth" environments where priorities shift rapidly. You possess a builder mindset where you look at recurring problems and think about how to ensure they never happen again. Compensation The base pay range for this role is $30 – $35 per hour. Equal Opportunity Employer Butcher Power Products is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. If you require a reasonable accommodation during the application or interview process, please let us know. Compensation ranges are provided in accordance with applicable state and local pay transparency laws.

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