Service Desk Technician Tier II

Service Desk Technician

The Service Desk Technician is a key member of Trew's IT team, serving as a front-line resource for teammates across the business. This role provides hands-on technical support — including ticket resolution, laptop deployment, and onboarding/offboarding — while partnering closely with the Service Desk and Infrastructure teams to keep Trew's technology running smoothly, from the office to the shop floor.

Duties/Responsibilities:

• Serving as the primary point of contact for teammates seeking IT support, providing prompt and professional assistance
• Supporting the onboarding and offboarding of Trew teammates
• Diagnosing and troubleshooting hardware, software, and network issues, escalating complex cases as needed
• Configuring, and deploying laptops and desktop systems for end users
• Maintaining the health and performance of the company's computer network and connected devices
• Partnering with teammates across departments to deliver timely, high-quality IT assistance
• Assisting with on-site technology projects and initiatives as directed
• Performing remote troubleshooting using diagnostic tools and effective questioning techniques
• Evaluating issue details to determine and implement the most effective solution
• Logging, tracking, and updating tickets in the incident management system, with clear documentation of resolutions
• Identifying opportunities to improve IT procedures and recommending enhancements, including documentation
• Maintaining and coordinating repair of conference room and office technology, including displays, phones, and printers
• Providing hands-on technical support for IT-related issues on the shop floor and in manufacturing areas
• Collaborating closely with the Service Desk and Infrastructure teams to ensure efficient, coordinated issue resolution

Required Skills/Abilities:

• Working knowledge of Microsoft 365, Active Directory, and common office productivity and remote support tools
• Solid understanding of computer systems, mobile devices, and general technology hardware and software
• Ability to diagnose and resolve technical issues efficiently
• Strong interpersonal skills, with the ability to work effectively across teams and with individuals at all levels
• Excellent verbal and written communication skills
• Team-oriented mindset, with a genuine willingness to learn and grow technical expertise

Education & Experience:

• Demonstrated experience as a Service Desk Technician
• BS/BA in IT, Computer Science or relevant field

Work Environment:

This is primarily a desk-based role, requiring extended periods of sitting and computer use. While the role is mainly desk-based, mobility within the office, manufacturing facility and customer sites may be required for meetings and interactions with colleagues. Physical Requirements Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Ability to traverse office, manufacturing facility and customer sites.

Trew EEO Statement:

Trew and its companies are an equal opportunity employer. Applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.