IT Desktop Support Job at Industrial Electric Mfg. (IEM) in Plano

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Industrial Electric Mfg. (IEM) provided pay range

This range is provided by Industrial Electric Mfg. (IEM). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00/yr - $75,000.00/yr

Overview

IEM (Industrial Electric Manufacturing) in Fremont, CA is the largest independent full-line manufacturer of custom electrical distribution and power quality equipment in North America. IEM has delivered customer-specific solutions to meet the ever-changing power requirements of growth industries in North America for over half a century. This position offers an exciting opportunity with competitive salary, 401k match, benefits and profit sharing.

Purpose of the role / Responsibilities

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.

You will respond to service desk tickets in accordance with established SLAs, including acknowledging high-priority tickets quickly. You’ll work closely with internal teams to resolve issues and continuously meet or exceed SLA expectations. Exceptional customer service is at the heart of this role, and you will prioritize user satisfaction in every interaction. You will also document issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

Supervision of personnel

None

Required Qualifications

• 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 diagnostics 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 Qualifications

• Familiarity with Jira or ServiceNow ticketing system

Job Location

• The position is located at: 1000 Shiloh Road, Plano, TX 75074

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries

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