Help Desk Support (Tier 1)

Schaefer Plastics is seeking a full-time Help Desk Technician (Tier 1) to serve as the first point of contact for IT support requests across the organization. This role is responsible for providing timely, professional, and customer-focused technical support while troubleshooting basic hardware and software issues, managing support tickets, and assisting with ongoing IT projects., * Serve as the primary point of contact for Tier 1 IT support requests.

• Troubleshoot and resolve basic hardware, software, and user-access issues for onsite and remote employees.
• Receive, manage, update, and document support tickets accurately within Freshservice.
• Maintain clear, relevant, and legible ticket notes to ensure proper tracking and follow-up.
• Provide professional, timely, and customer-service-focused support to employees.
• Assist with computer, monitor, printer, phone, and other hardware setup, replacement, and troubleshooting.
• Support new user setup, equipment deployment, and basic system access needs.
• Escalate more complex technical issues to the appropriate IT team member when needed.
• Assist with ongoing IT projects as time allows.
• Help identify opportunities to improve IT support processes, documentation, and overall service efficiency.
• Perform physical IT support tasks as needed, including setting up, moving, or replacing equipment.
• Follow company IT policies, procedures, and security guidelines.
• Support a fast-paced manufacturing environment with professionalism and flexibility.

The ideal candidate is an entry-level or early-career IT professional who is dependable, detail-oriented, proactive, and eager to learn. This position is fully onsite in Charlotte, NC and is a strong opportunity for someone looking to grow their technical skills in a fast-paced manufacturing environment.

This is a full-time, onsite position based in Charlotte, NC. The regular schedule is Monday through Friday, 8-hour shifts. Remote or hybrid work is not available for this role. Overtime is rare but may be required based on business needs., * Prior experience in an IT Help Desk, technical support, or customer support role preferred.

• Entry-level candidates with relevant IT training, certifications, or strong technical aptitude will be considered.
• Strong communication, customer service, and problem-solving skills.
• Ability to document work clearly, accurately, and consistently.
• Basic understanding of computer hardware, software, networking, and user support.
• Ability to manage multiple requests and prioritize effectively in a fast-paced environment.
• Dependable, organized, detail-oriented, and willing to learn.
• Comfortable working fully onsite in a manufacturing environment.
• Ability to perform basic physical tasks related to IT hardware setup and equipment movement.
• Authorized to work in the United States without sponsorship.

Preferred Skills and Experience

• CompTIA certifications such as A+, Network+, or Security+.
• Exposure to networking concepts, switching, routing, or general infrastructure support.
• Exposure to Azure or other cloud-based environments.
• Experience using a ticketing system; Freshservice experience is a plus.
• Previous experience supporting users in a manufacturing, warehouse, or production environment.
• Spanish language skills are a plus.

At Schaefer Plastics, we manufacture industry-leading solutions and drive responsible practices towards a sustainable future for generations to come. As a family-owned company since 1937, we are deeply committed to delivering exceptional customer care through high-quality, innovative waste and packaging solutions. Our customers and their satisfaction are paramount to our business; we strive to understand their needs and exceed their expectations at every turn. We are a global injection molding manufacturer, producing durable waste and recycling carts, and pioneering reusable packaging systems that reduce carbon footprints. Our dynamic and inclusive culture fosters personal and professional growth, making us an ideal employer for career advancement.