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.

Do you have experience in macOS administration?, Do you have a Associate's degree?, 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)

Pulled from the full job description

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