Desktop Technician

About KELTEC

Powering Reliability. Driving Performance. Building Careers.

At KELTEC, we are more than a filtration company-we are a team of problem-solvers, innovators, and experts dedicated to helping our customers keep their operations running. Since 1982, KELTEC has designed, manufactured, and distributed high-quality filtration and component solutions that support critical industrial systems around the world. Our products serve compressed air, air treatment, hydraulics, refrigeration, gas, and vacuum applications, helping customers maximize uptime and reduce operating costs.

Headquartered in Northeast Ohio, KELTEC has grown into a leading manufacturer with multiple fulfillment centers, manufacturing operations, and a global customer base. We combine OEM-equivalent quality, engineering expertise, and outstanding customer service to deliver reliable solutions that customers can trust

The Desktop Support Technician serves as the first point of contact for employees requiring technical assistance and operational support. This on-site position is responsible for resolving day-to-day issues related to computers, printers, software, user accounts, and other technology systems while delivering exceptional customer service.

In addition to traditional help desk/desktop support responsibilities, this role will learn and become proficient in basic administration of Keltec's key business applications including NetSuite, RF-Smart, and GlobalShop amongst others.. The technician will assist employees with common application questions, workflow guidance, printer configuration, report printing issues, user setup, and general process support.

The ideal candidate is technically inclined, enjoys helping people, and is eager to learn both information technology and business software processes. Complex technical issues, system administration tasks, development requests, and advanced ERP issues will be escalated to the IT Director or the company's Managed Service Provider (MSP).

Responsibilities

1. End-User Support

• Resolve daily technical issues related to hardware, software, printers, RF-scanners and basic networking.
• Provide responsive, professional support to employees in person, by phone, email, or ticketing systems.
• Promptly escalate issues to appropriate 3rd party support upon triage

1. ERP and Business Application Support

• Learn and develop working knowledge of NetSuite ERP and other business-critical software applications.
• Provide first-level support for NetSuite functionality, printing, user access, workflows, reports, and daily processes.
• Assist users with navigating NetSuite and understanding established business procedures and workflows.
• Configure and troubleshoot printers, label printers, scanners, and other devices integrated with business operations.
• Document common questions, procedures, and solutions.
• Escalate advanced ERP configuration, customization, integration, or reporting issues to the IT Director or MSP.

1. Account and Device Management

• Handle password resets, account lockouts, and access-related issues.
• Diagnose and resolve desktop and laptop performance problems.

1. Documentation

• Document resolution steps, follow-up actions, and escalation details

1. Escalation Management
   • Recognize issues beyond Tier 2 scope and escalate appropriately to the IT Director or MSP.

Example Tasks the IT Technician is expected to resolve:
• IT Onboarding/Offboarding employees

• User Account Lockouts: Unlock a user's account and reset their password in Azure AD, ensuring successful access after troubleshooting login errors.
• Printer Not Responding: Diagnose and fix a networked printer that has stopped accepting print jobs by updating drivers or resolving IP conflicts.
• Phishing Email Handling: Guide a user in identifying a phishing email Barracuda ESS and release legitimate emails from quarantine. Wi-Fi Connectivity Issues: Troubleshoot and resolve a user's laptop Wi-Fi connectivity problems by updating drivers, reconnecting to the network, or addressing configuration errors.
• Support Yealink Conference Room Systems
• Softphone Configuration: Set up and troubleshoot a 3CX VoIP softphone for a new user, ensuring proper call quality and connectivity.
• Laptop Slow Performance: Improve a laptop's performance by removing unnecessary startup programs, cleaning temporary files, and performing OS updates.
• Failed Endpoint Patch: Investigate and manually remediate a failed patch alert from Datto RMM, ensuring a successful retry of the update.
• Basic Microsoft Office Support: Install and configure Microsoft Office on a new endpoint via Datto RMM, resolving feature-related issues as needed.
• Netsuite/RFSmart/GlobalShop Support:
  • Printer not responding or unable to print from NetSuite or RF-Smart
  • Configure and troubleshoot barcode, shipping, or label printers.
  • Resolve user login, access, or role-related issues and escalate advanced permissions concerns.

Required:

• High school diploma or equivalent (required)
• Associate degree in appropriate field or applicable certification
  • COMPTIA A+ Core 1 certification
  • COMPTIA A+ Core 2 certification
  • Microsoft 365 Certified: Fundamentals
• COMPTIA PC Pro

• Technical Knowledge:

• Proficiency with Microsoft 365 applications, Windows operating systems, and basic troubleshooting principles.
• Understanding of fundamental networking concepts (e.g., IP addresses, Wi-Fi, VPNs).
  • Strong organizational skills with high attention to detail
  • Strong troubleshooting and problem-solving skills
  • Strong written and verbal communication skills to explain technical concepts clearly to non-technical users.
  • A demonstrated willingness to learn and grow in a technical role
  • Ability to demonstrate patience, empathy, and professionalism under pressure.

Preferred

• Bachelor's degree in relevant field
• 0-3 years of experience in a technical support or IT-related role (help desk, IT support, or related environment).
• Experience with ERP systems support in a manufacturing & distribution environment