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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Desk Operator - **Company:** Mcnaughton McKay - **Location:** Madison Heights, MI, United States - **Contract:** Permanent contract - **Skills:** Access Network, Business Systems, Desktop Environments, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Server Supported Gaming, Peripherals, Information Technology - **Published:** October 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f027e325564f6d4c ## About the Role Education and experience should be consistent with an entry-level IT support role while demonstrating the interpersonal skills needed to represent IT well across the organization. * Minimum of 1 year of experience in help desk, technical support, customer support, or another user-facing IT role. * Experience working in a fast-paced environment where responsiveness, service quality, and follow-through are important. * Exposure to distribution, warehouse, field, or multi-site operations is preferred. * Demonstrated ability to work effectively with people at different levels of technical comfort and business responsibility. Technical Skills * Working knowledge of Windows operating systems and desktop environments. * Basic networking knowledge, including connectivity, VPN, and general troubleshooting. * Hardware troubleshooting for PCs, printers, RF devices, and related peripherals. * Experience using ticketing systems and documenting support activity clearly and consistently. * Basic mobile device support. * Helpful but not required: familiarity with warehouse, distribution, or multi-site technology environments, kiosk environments, RF scanning devices, or entry-level user account administration, backup, or server support. ## Description The IT Help Desk Support, Tier 1 role serves as the front line of the IT experience for internal customers across the company. This position is responsible for delivering responsive, professional, and solutions-oriented support to employees in the office, warehouse, and field. Success in this role requires not only solid technical troubleshooting skills, but also strong customer service, clear communication, follow-through, and the ability to build trusting relationships with users. This role is expected to resolve common technology issues efficiently, document work thoroughly, and create a positive support experience that helps employees stay productive. In addition to day-to-day ticket resolution, this position contributes to continuous improvement by identifying recurring issues, improving documentation, and helping strengthen the connection between IT and the business., * Deliver excellent internal customer service by responding to employees with professionalism, urgency, empathy, and a genuine focus on solving problems and supporting productivity. * Serve as the first point of contact for help desk requests involving hardware, software, network access, mobile devices, printers, RF devices, and business systems. * Build positive working relationships with users across all areas of the business, including field and operational teams, by being approachable, communicative, and dependable. * Resolve as many issues as possible at first contact while ensuring users feel heard, informed, and confident in the support being provided. * Communicate clearly with non-technical users, set appropriate expectations, and provide timely follow-up until issues are resolved or properly handed off. * Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system to support knowledge sharing and reduce repeat work. * Escalate issues appropriately with complete context, strong documentation, and a clear summary of actions already taken. * Identify recurring issues, service gaps, or process breakdowns and contribute ideas for long-term fixes, standardization, automation, or training. * Assist with onboarding, user training, and day-to-day guidance to help employees use systems and tools effectively and reduce preventable support requests. * Maintain accurate records for supported hardware, software, and other assigned IT assets. * Support basic server, backup, or administrative tasks as assigned by the IT team. * Follow all company policies and standards, including safety, security, and data protection requirements., * Internal customers feel supported, respected, and confident that IT is helping them solve problems. * Issues are resolved quickly and professionally, with strong first-contact resolution where appropriate. * Users receive clear communication and timely follow-up. * Tickets are well documented and useful for future reference. * Repeat issues are identified and reduced over time. * Stronger working relationships are built between IT and employees across the business, including the field. * Senior IT resources are freed up by effective handling of Tier 1 support issues.