Help Desk Technician

About the Role

Fluidra is seeking a Help Desk Technician to provide on-site technical support at their manufacturing site in Portland, TN, with remote support as assigned. The internal title for this role is Operations Engineer. This position serves as the on-site IT point of contact for daily technology needs, aiming to deliver timely, hands-on support and ensure a positive end-user experience. The role involves balancing ticket-based requests, scheduled work, and hands-on support in a fast-paced manufacturing environment. The technician will work closely with regional and global IT teams for escalation support, as there are no other IT staff on-site.

Key Responsibilities

• Provide Tier 1 technical support to Fluidra team members via ServiceNow tickets, phone, email, and in-person.
• Serve as the on-site IT presence for the Orlinda site, supporting daily operations and coordinating with production and site leadership to avoid disrupting operations.
• Troubleshoot and resolve basic hardware, software, and connectivity issues for devices including laptops, desktops, printers, scanners, shop-floor and warehouse devices (barcode scanners, label printers), peripherals, conference room technology, and wireless connectivity.
• Perform physical network checks such as cable and port checks.
• Accurately log, track, prioritize, and update tickets in ServiceNow, adhering to established processes and SLA expectations.
• Escalate unresolved or complex issues to the appropriate regional or global IT team, providing clear problem documentation and troubleshooting details.
• Assist with employee onboarding and offboarding activities, including hardware provisioning, workstation setup, system access, and asset recovery.
• Perform basic user account support tasks, such as password resets, MFA setup, and access requests, following security and access policies.
• Maintain and organize IT equipment inventory, storage areas, and site technology assets.
• Follow established IT standards, security policies, and documentation.
• Contribute to improving IT support operations by identifying documentation gaps and suggesting knowledge base article updates.
• Assist with local IT projects, site technology upgrades, and equipment refreshes.

Working in a Manufacturing Environment and Safety

• Complete required site safety orientation and training.
• Wear required Personal Protective Equipment (PPE) (e.g., safety glasses, safety footwear) in designated areas.
• Follow all site safety rules, including traffic rules and lockout/tagout awareness.
• Report hazards, injuries, and near misses promptly.
• Coordinate with production and site leadership before working on shop floor devices.
• Use safe lifting, ladder, and cable handling practices; safely lift and move computer equipment and peripherals up to 50lbs.
• Ability to stand, walk, kneel, and climb as needed; work in areas that may be noisy, dusty, or vary in temperature.

Requirements & Tech Stack

• Technical Skills (Foundational):
• Windows 11
• Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive)
• Basic hardware troubleshooting (laptops, desktops, printers, peripherals)
• Mobile device support for iOS or Android (basic troubleshooting and setup)
• Technical Skills (Preferred):
• Apple macOS
• Microsoft Intune or similar MDM platforms
• Identity and access management tools (Okta or similar)
• Basic understanding of networking concepts (Wi-Fi, VPN, Ethernet)
• Familiarity with virtualization or infrastructure concepts (VMware, Nutanix, etc.)
• Experience with shop-floor or warehouse technology (barcode scanners, label printers)
• Professional Skills:
• Strong customer service mindset with clear verbal and written communication.
• Ability to follow documented procedures and escalate issues appropriately.
• Comfortable managing multiple tasks in a fast-paced support environment.
• Willingness to collaborate with remote regional and global IT teams.
• Interest in learning ITIL-based processes and enterprise IT best practices.

Qualifications

• Experience in an IT support, help desk, desktop support, or technical support role, or equivalent internship, co-op, or relevant coursework.
• Basic experience providing front-line technical support, including troubleshooting common hardware, software, and connectivity issues.
• Exposure to or interest in supporting office and remote users in a corporate IT environment.
• Experience or familiarity with ticketing systems (ServiceNow preferred but not required).
• Willingness to work in a manufacturing environment, follow site safety rules, and wear required PPE.
• Ability to work on-site in Orlinda Monday through Friday on a standard 8-hour shift.
• Associate or bachelor’s degree in information technology, Computer Science, or a related field preferred, or equivalent combination of certifications and hands-on experience.
• Relevant certifications (CompTIA A+ and/or Microsoft fundamentals) are a plus but not required.

What We Offer

• 3 weeks Paid vacation
• Full range of health benefits (medical, dental & vision, short & long-term disability)
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
• Health and wellness programs / gym reimbursement
• Educational assistance up to $7,000 per year
• Company sponsored FUN events!
• Generous product discounts