Help Desk Technician - IT support specialist

- Serve as the initial point of contact for technical support inquiries in our dynamic manufacturing setting - Respond promptly to and document IT support requests received through phone, email, or in-person - Provide first-line technical assistance for hardware issues (desktops, laptops, printers, etc.) and software challenges (Windows OS, Microsoft Office Suite, ERP systems) - Escalate intricate or unresolved issues to Level 2/3 support or external service providers as needed - Set up, configure, and deploy new workstations for employees, overseeing both hardware and software - Manage user accounts and permissions within Active Directory and essential applications, handling employee onboarding and offboarding - Maintain an accurate record of all IT assets, ensuring tracking of assignment, location, and condition - Assist with the acquisition, receipt, and recycling of IT equipment - Conduct routine maintenance activities, including system health monitoring, software updates, and backup verification - Produce and refresh clear documentation for common issues and resolutions for both the IT team and end-users (Knowledge Base articles)