Job description

Responsibilities - Provide hands-on support for end users, including: - Imaging and troubleshooting laptops - Diagnosing and resolving application issues - Basic network troubleshooting - Desk-side support - Perform basic Microsoft 365 administration tasks (approx. 40% of time) - Monitor security logs and escalate anomalies to senior team members - Assist with patching systems and packaging updates for applications and OS - Collaborate with senior IT staff to test and distribute patches - Occasionally travel between Leland office and Wilmington warehouse for user support - Access and support computers located within the plant’s office area - Train users on basic computer functions and usage best practices Basic Qualifications - Bachelor’s degree in an IT-related field or equivalent relevant job experience - 1–3 years of IT support experience - Strong familiarity with Microsoft technologies - Experience with Dell laptops (imaging, troubleshooting, support) - Experience with remote support tools (e.g., remote desktop, remote assistance platforms) - Experience working in Active Directory maintaining user accounts and groups - Experience using a ticketing system to track and respond to employee support requests - Excellent customer service and communication skills - Basic hardware and network troubleshooting skills - Experience with laptop imaging and application support - Ability to train users on basic computer functions - Ability to work independently and manage priorities - Ability to lift up to 35 lbs as part of routine support tasks - Valid driver’s license in good standing Preferred Qualifications - Basic Microsoft 365 administration knowledge - Experience with log monitoring and reporting - Familiarity with patching and software packaging processes - Experience with Apple macOS and iOS environments - Experience with Microsoft Entra and Azure environments - Strong documentation and organizational skills - Experience with python Work Environment - Sole IT presence on-site in Leland - Weekly in-person support from a senior team member - Remote collaboration with IT teams in Emeryville, CA and Campinas, Brazil - Must be comfortable working independently in the mornings before the Emeryville team comes online (around 8:00 AM PT) - Will be required to complete safety training and follow proper use of personal protective equipment (PPE)

Requirements