IT Service Desk

It Service Desk Position

Required: Bachelor’s degree in computer technologies or equivalent experience/certifications. 3-10 years of professional IT experience, preferably in a multi-location environment. Experience supporting and troubleshooting Microsoft Windows operating system (MS-10982). Familiarity with diagnostic and monitoring tools (e.g. PowerShell, Event Viewer). Experience with ITIL-based ticketing systems. Experience supporting office and factory IT equipment (PCs, notebooks, printers, terminals, mobile phones, barcode scanners). Understand information security requirements.

Preferred: Cisco Certified Network Associate (CCNA) certification.

Summary: The IT Service Desk position plays a critical role in ensuring the stable and efficient operation of computer systems, user devices, and production support systems across the Klamath Falls office and other business locations. This position supports our vision to become a global leader in circular materials for living spaces by enabling innovation and business continuity through modern IT solutions. This role involves providing technical support to end users, managing IT infrastructure, and collaborating with global IT teams to fulfill infrastructure and security standards. The employee will also contribute to IT projects and act as a key liaison between local operations and global IT initiatives.

Duties Include:

• Provide technical support for end users via phone, email, and in person, resolving issues related to systems, applications, and hardware
• Install, diagnose, repair, maintain, and upgrade technology assets including desktops, laptops, mobile devices, printers, VOIP phones, and conference room technologies
• Manages and monitor IT infrastructure including computers, laptops, terminals, network equipment, and production support systems
• Troubleshoot connectivity issues across WAN and LAN environments
• Support systems connected to HMI and PLC environments
• Implement, configure, and maintain software related to IT device management
• Administer user accounts, including registration, deletion, permission changes, and vendor access
• Maintain technical documentation and report efforts and results using JIRA ticket system
• Dispatch tickets to appropriate support levels and ensure timely resolution
• Collaborate with the global IT Service Desk and participate in Group IT projects
• Support the Group Information Security Office in data safety and privacy initiatives
• Assist in enterprise software patching and upgrades
• Perform additional duties as assigned by supervisor
• On-site attendance is essential to effectively perform the listed duties