IT Desktop Support

We are looking for a proactive and customer-oriented IT Desktop Support 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.

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 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

• Familiarity with Jira or ServiceNow ticketing system

Physical Demands (Optional)

• 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.

At IEM, we're not just building innovative electrical distribution systems, we're shaping the future. IEM is dedicated to delivering world-class solutions for complex power needs. After 75 years, we continue to push the boundaries of what's possible. Whether you're an experienced professional or just starting out, you'll have the opportunity to contribute, grow, and make a lasting impact on industries that power the world's most dynamic markets., 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.