Desktop Support Technician

Jacuzzi Group is a leading manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. With their headquarters in California and operations all over the world, Jacuzzi Group has been providing innovative wellness solutions for 70 years.

We are seeking a skilled and customer-focused Desktop Support Technician to join our Information Technology team in Roselle, IL. In this hands-on role, you will serve as the primary IT support resource for our Roselle facility while partnering with colleagues across the organization to support users throughout our global operations.

The Desktop Support Technician is responsible for installing, configuring, maintaining, and troubleshooting computer hardware, software, mobile devices, peripherals, and network connectivity issues. This role plays a key part in ensuring seamless day-to-day technology operations through end-user support, device deployment, new hire onboarding, IT asset management, and technical problem resolution.

Key Responsibilities of Desktop Support Technician:

• Provide exceptional technical support to employees through phone, email, remote, and in-person assistance.
• Troubleshoot and resolve hardware, software, operating system, application, and network connectivity issues.
• Install, configure, maintain, and support desktops, laptops, mobile devices, printers, and other IT equipment.
• Create, manage, and maintain user accounts, permissions, and access within Active Directory, Microsoft 365, email, and other business systems.
• Ensure user access and data security practices align with company policies and standards.
• Document support requests, resolutions, procedures, and best practices to maintain an accurate knowledge base.
• Develop and update user guides, training materials, and technical documentation.
• Educate and assist employees on the effective use of technology, systems, and applications.
• Track, maintain, and manage IT hardware, software, and licensing inventory throughout the asset lifecycle.
• Coordinate device deployments, replacements, upgrades, and equipment maintenance activities.
• Partner with IT team members to resolve complex technical issues and support infrastructure initiatives.
• Contribute to technology projects, system implementations, and continuous improvement efforts.
• Deliver a high level of customer service by responding promptly, communicating effectively, and ensuring issues are resolved to completion
• Follow up with end users to verify successful resolutions and identify opportunities to improve the support experience.
• Other duties as assigned

Compensation for Desktop Support Technician - $25/hr. + (based on experience)

Requirements

• 3+ years of experience in a desktop support, technical support, help desk, or related IT support role.

• Hands-on experience troubleshooting hardware, software, operating systems, and network connectivity issues.
• Working knowledge of Microsoft 365, Active Directory, and user account management.
• Familiarity with IT support tools, including ticketing systems, remote support applications, and asset management solutions.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication and customer service skills, with the ability to support users of varying technical skill levels.
• Highly organized with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Relevant technical certifications, trade school training, or equivalent hands-on experience are highly valued.
• Self-motivated team player with a collaborative mindset and a commitment to continuous learning and improvement.

WORK PLACE CONDITIONS

The Desktop Support Technician frequently is required to sit and use a computer keyboard, mouse, and telephone. The employee is occasionally required to stand and reach with hands and arms. Specific vision abilities required by this job include close vision and viewing a computer screen. This position is onsite at the Roselle, IL location.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position works in a typical office environment. The noise level in the work environment is usually moderate. The statements in this job description are intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Benefits

• 401(k) with matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance