IT Support Desk Technician

Job Description

Job Description

FLSA STATUS: Hourly/Non-Exempt

DEPARTMENT: Information Technology

SUPERVISOR: IT Manager

DIRECT REPORTS: No

Position Summary

Power Connector, LLC is entering a new and exciting phase of growth and opportunity filled with innovative and progressive thinking and strategizing with Amphenol.

The Information Technology Support Desk Technician is responsible for diagnosing, troubleshooting, and resolving computer hardware, software, and network issues. This position's primary focus is to ensure employees can work without interruption by quickly resolving technical issues.

This individual is a dynamic, adaptable, open-minded problem solver with exceptional interpersonal, communication, and analytical skills. In turn, these skills will be used to increase ticket resolution time, user satisfaction, ticket prioritization and workload efficiency, and the system improvement process. This position will work closely with the Information Technology Manager and our corporate team to emphasize the company's true business potential.

This position is responsible for supporting Power Connector and occasionally our sister company, Amphenol NEXUS Technologies, in Stamford CT.

Minimum Qualifications

Education:

• High school diploma or equivalent required
• Associate degree in information technology, Customer Science, or related field preferred

Experience:

• 0-3 years of experience in IT support, help desk, or technical support role
• Experience with Windows and/or macOS environments

Knowledge:

• Basic understanding of computer hardware, software, and networking concepts
• Knowledge of operating systems (Windows, macOS)
• Understanding of Microsoft 365/Office Suite and common business applications
• Familiarity with IT security best practices (password policies, phishing awareness)
• Basic networking concepts (DNS, DHCP, Wi-Fi connectivity)

Skills:

• Strong troubleshooting and problem-solving abilities
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple support tickets
• Documentation and attention to detail
• Remote support tools usage
• Time management and ability to work under pressure
• Team collaboration and escalation judgement

Job Responsibilities

• Respond to IT support requests via phone, email, chat, or ticketing system
• Diagnose and resolve hardware, software, and network issues
• Install, configure, and update computer systems and applications
• Assist with password resets, account access, and user onboarding/offboarding
• Escalate unresolved issues to support teams
• Maintain accurate documentation of issues, resolutions, and system changes
• Support printers, mobile devices, and peripheral equipment
• Monitor system alerts and perform basic system maintenance
• Ensure compliance with IT policies and security standards
• Provide user training and guidance when needed
• Ensure compliance with company policies, procedures, and information security standards
• Test new hardware, software, and system updates before deployment to end users
• Maintain confidentiality and security of sensitive company and employee information
• Continuously develop technical knowledge and stay current on emerging technologies and industry best practices
• Collaborate with vendors and third-party service providers to resolve technical issues and coordinate repairs
• Assist in maintaining IT asset inventory and tracking equipment lifecycle management
• Participate in IT projects, technology rollouts, and infrastructure improvements as assigned
• Support conference room technology, video conferencing systems, and collaborating tools
• Perform hardware setup, imaging, deployment, relocation, and replacement of workstations and peripherals

Other responsibilities, initiatives and ad-hoc projects as required.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit at a desk, working on a computer for extended period, occasional lifting of computer equipment (up to 25-50 lbs), frequent use of hands for typing, mouse usage, and equipment handling. The noise level in the work environment is usually low to moderate.