IT Desktop Support

5 days ago

Atlanta, GA, United States Industrial Electric Manufacturing Full time
About IEM

Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale.

PURPOSE OF POSITION:

We are looking for a proactive and customer-oriented Desktop Support Specialist to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently. You will support various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity. The position also involves deskside support for laptops, printers, scanners, and other peripheral devices.

As part of our commitment to service excellence, you will respond to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes. You'll work closely with internal teams to resolve issues quickly and consistently exceed SLA expectations. Exceptional customer service is at the heart of this role, and we expect you to prioritize user satisfaction in every interaction. Additionally, you will be responsible for documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

Supervision of Personnel
  • No direct reports expected for this role.
Qualifications Required
  • 3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.
  • Proficiency in supporting Windows-based PCs, including hardware diagnostic and software troubleshooting.
  • Experience with application support for internal business users, including installation, configuration, and issue resolution.
  • Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
  • Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
  • Familiarity with ticketing systems (e.g., ServiceNow, Jira) and experience documenting technical issues and resolutions.
  • Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
  • Excellent communication and customer service skills, with a user-first mindset and a calm, professional demeanor under pressure.
Preferred
  • Familiarity with Jira or ServiceNow ticketing system
Physical Demands
  • Must be able to lift up-to 50 lbs. repetitively.
  • Must be able to climb ladder (accessing switches, servers, etc...).
  • Must have dexterity and ability to physically set-up hardware.
  • Must be able to box/unbox computers, computer equipment and peripherals.
  • Must be able to break down boxing materials for disposal.
  • Must be able to move and install hardware.
  • Must be able to organize and maintain a clean/clutter-free work environment.
Job Location
  • The position is an-site role at our new Atlanta location, initially, we may need to start someone at an alternate offsite location (temporarily), but this role may have up to 10% travel required to IEM facilities, training or conferences.


Why Join IEM

At IEM, you'll join a team that powers some of the world's most ambitious projects. We're engineers, makers, and problem-solvers who thrive on tackling complex challenges and delivering solutions that keep industries moving forward. If you're driven, collaborative, and ready to make an impact, we'd love to hear from you. Your creativity and passion can help us achieve great things-come be part of the journey.

Learn more about IEM at https://www.iemfg.com

We offer comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success. View a snapshot of our benefits at https://www.iemfg.com/careers

Recruiting Scams

Beware of recruiting scams. IEM never charges candidates fees, and all recruiter emails come from an @iemfg.com address. If you suspect fraudulent activity, do not share personal information and report it to us at iemfg.com/contact

Non-Discrimination Statement

IEM does not discriminate against any applicant based on any characteristic protected by law.

Privacy

Information collected and processed as part of your IEM Careers profile, and any job applications you choose to submit is subject to IEM's Workforce Member Privacy Policy.

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