Service Desk Technician I

The Service Desk Technician I is responsible for providing frontline technical support to BodyBio’s office, warehouse, and remote teams in a mixed Windows and macOS environment. This role ensures employees receive consistent, high-quality IT support while maintaining strong security, reliability, and user experience across all systems. The technician will support day-to-day operations through effective troubleshooting, device management, and excellent customer service.

Responsibilities

End-User Support

• Serve as the first point of contact for IT support requests via Zoho, Slack, email, and walkup requests.

Workstation Setup & Device Management

• Prepare, configure, and deploy new hires and existing user workstations.
• Install and configure approved software applications.
• Use NinjaOne (Windows) and Jamf / Kandji (now Iru) (macOS) for device enrollment, patching, monitoring, and compliance.
• Maintain accurate device inventory and asset tracking.

Technical Troubleshooting & Problem Resolution

• Diagnose and resolve hardware, software, and peripheral issues.
• Perform root-cause troubleshooting and escalate to Senior IT Assistant / IT Director when appropriate.
• Support mobile devices, docking stations, headsets, label printers, scanners, and general peripherals.

Networking & Connectivity Support

• Perform basic network troubleshooting (Wi-Fi connectivity, IP assignment, DNS, printer connectivity).
• Assist in maintaining a stable network environment using UniFi network hardware.
• Provide support for conference room technology, Zoom rooms, and AV equipment.

Printer & Peripheral Support

• Set up, troubleshoot, and maintain office printers, warehouse label printers (Zebra), and multifunction devices.
• Resolve print queue issues, connectivity problems, and driver installation needs.

VoIP & Communication Systems

• Provide Tier 1 support for the company’s VoIP phone system, including handset setup, user configuration, and basic call routing troubleshooting.

Warehouse IT Support

• Provide basic IT support for warehouse operations, including assisting with label printers, scanners, and workstation connectivity within fulfillment and production areas.

Application Knowledge

• Provide support for business applications including:
• Google Workspace (Drive, Gmail, Groups, Calendar)
• Microsoft 365 apps
• Shopify (working knowledge - Plus)
• Monday.com
• Slack (working knowledge - Plus)
• Zoom
• NetSuite (working knowledge - Plus)
• Celigo working knowledge - Plus)

Ticketing & Documentation

• Manage and respond to assigned Zoho tickets within defined SLAs.
• Document troubleshooting steps, resolutions, and recurring issues.
• Maintain internal IT documentation for common issues and processes.

Customer Service & Professionalism

• Deliver excellent customer service with clear communication and patience.
• Work effectively with employees at all levels, maintaining a positive and helpful demeanor.
• Communicate clearly, provide timely updates, and ensure users feel supported.
• Provide Tier 1 support for Windows and MacOS workstations, including login issues, application errors, and performance troubleshooting.
• Assist users both onsite at headquarters/warehouse and remotely.
• Support software usage for tools such as Google Workspace, Microsoft 365, NetSuite, Slack, Monday.com, Zoom, ChatGPT and other AI productivity tools.

Required

• Minimum of 3 years experience in IT Support, Helpdesk, or similar role.
• Manufacturing / Warehouse experience
• Onsite 5 (days) a week, with the option of work from home (WFH) after 90 Days*
• Ability to travel between New Jersey locations - Millville and Moorestown*
• Proficiency supporting Windows 11 and MacOS environments.
• Experience with IT ticketing systems (Zoho Desk preferred).
• Strong troubleshooting skills for hardware, software, and basic network issues.
• Understanding of Google Workspace administration and support.
• Ability to support end users onsite and remotely.
• Strong communication skills and customer-service mindset.

Preferred

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Equivalent hands-on IT experience will be considered in place of formal education.
• Experience with NinjaOne or other RMM tools.
• Experience with Jamf / Kandji or other MDM solutions.
• Familiarity with endpoint security tools (SentinelOne preferred).
• VoIP system experience (Zoom Phone, or similar).
• Shopify experience (nice to have).
• Exposure to warehouse technology (label printers, mobile scanners, Wi-Fi troubleshooting).
• Basic understanding of Okta or SSO/MFA authentication workflows.

Nice to Have Certifications

• CompTIA A+
• Google Workspace Administrator
• Microsoft 365 Fundamentals
• Jamf or Kandji certifications
• ITIL Foundation (optional)

Key Attributes

• Strong attention to detail.
• Proactive, self starter, eager to learn, and comfortable working in a fast-paced environment.
• Ability to multitask and manage multiple tickets simultaneously.
• Collaborative team player with a commitment to continuous improvement., * IT Support, Helpdesk, or similar: 3 years (Preferred)
• Manufacturing/Warehouse environment: 3 years (Preferred)

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Parental leave
• Vision insurance