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

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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. This position offers a competitive salary, 401k match, benefits and profit sharing.

Base pay range

$50,000.00/yr - $60,000.00/yr

Purpose of the role

We are looking for a proactive and customer-oriented Desktop Support Specialist to join our IT team. You will provide timely Level 1 and Level 2 technical support to internal users, ensuring hardware, software, and network issues are resolved efficiently. Responsibilities include supporting various employee applications, troubleshooting PC-related problems, and assisting with network connectivity. You will also provide deskside support for laptops, printers, scanners, and other peripheral devices.

You will respond to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes. You will work closely with internal teams to resolve issues quickly and consistently exceed SLA expectations. Exceptional customer service is essential, and you will prioritize user satisfaction in every interaction. Additionally, you will document issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

Responsibilities

• Provide Level 1 and Level 2 technical support to internal users
• Troubleshoot hardware, software, and network issues
• Support applications used by employees, including installation, configuration, and issue resolution
• Perform deskside support for laptops, printers, scanners, and other peripherals
• Respond to service desk tickets per SLAs, including VP-level tickets within 15 minutes
• Document issues, resolutions, and updates in the ticketing system

Required Qualifications

• 3+ years of experience in desktop or IT support, with hands-on Level 1 and Level 2 troubleshooting
• Proficiency with Windows-based PCs, including hardware diagnostics and software troubleshooting
• Experience with application support for internal business users (installation, configuration, issue resolution)
• Basic networking knowledge, including IP configuration and connectivity troubleshooting
• Strong deskside support skills for laptops, printers, scanners, and peripherals
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and documenting technical issues and resolutions
• Ability to meet SLA requirements, including rapid response to high-priority tickets
• Excellent communication and customer service skills with a user-first mindset

Preferred Qualifications

• Familiarity with Jira or ServiceNow ticketing systems

Job location

• The position is located at: 3600 Port Jacksonville Pkwy, Jacksonville, FL 32226

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Manufacturing

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