IT Technical Support Agent at Fortune Brands — Las Vegas, NV

As the IT Technical Support Agent you will be responsible to:

In this role you will have responsibility for supporting key infrastructure functions, including working closely with users, troubleshooting hardware and software at the desktop, participating in troubleshooting calls or meetings, and providing on site assistance for end users with level 2 Infratructure issues. This role is a technical position that will require good analytical and communication skills.

Primary Responsibilities:

• Resolve IT service desk tickets/issues in a timely matter including documenting and creating knowledge articles
• Provide support at the desktop, troubleshooting, installing hardware and mobile devices both in person and to our remote users
• Assist with IT desktop deployments and computer imaging activities.
• Support our Manufacturing and Distribution IT related hardware, including handhelds, barcode readers, printers and scanners.
• Work closely with our Managed Services team on Windows 11 operating system devices in diagnosing issues.
• Provide resolution of issues typically received in our IT ticketing system, including triaging issues, and if needed, escalating to other technical resources to solve.
• Publish knowledge base articles for users to provide self-service support, as well as for training and reference by other IT members
• Ability to work with IT vendors as needed, to solve problems

Job Experience:

• Minimum of Associates Degree in IT/IS related discipline
• 2+ years of work experience in service desk support and desktop support
• 2+ years of IT Desktop and Device problem solving experience
• 2+ years of customer service experience

Knowledge/Skills:

• Experience handling IT service desk issues, specifically around MS Windows desktops.
• Experience with Microsoft Active Directory and a basic understanding of account management.
• Experience with printers and barcode scan devices.
• Demonstrated troubleshooting experience.
• Mobile device support experience (application installation, email configuration, etc)
• Computer hardware repair and restoration experience.
• Ability to diagnose and work with Windows 11 operating system devices.
• Experience with ITIL and the use of in-house ticketing systems.
• Experience using ServiceNow or an equivalent ticketing system.
• Customer service-oriented with proven experience.
• Solid Communication Skills.
• Plus if you're Bi-Lingual

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $40,000 USD - $66,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

Equal Employment Opportunity

Reasonable Accommodations