IT Support Desk Technician

Description

Ball Horticultural Company is seeking a customer-focused and technically driven Support desk Technician to join our Information Technology team. Ball is the largest flower seed breeder/producer and distributor in the world, providing outstanding products, best-in-class customer service, and reliable supply to professional growers around the globe. In this role, you will provide  technical support to internal and external customers by responding to service requests, troubleshooting hardware and software issues, and escalating more complex problems when needed. You will support a variety of end-user technologies, business applications, and devices while delivering exceptional customer service and maintaining accurate documentation. This position offers excellent hands-on experience and opportunities for professional growth within a collaborative IT environment.

Responsibilities and Duties

• Provide technical support by responding to Help Desk calls, logging service requests, and resolving common hardware, software, and desktop issues. 
• Deliver exceptional customer service while supporting employees across all levels of the organization. 
• Troubleshoot desktop, laptop, peripheral, and software-related issues, escalating more complex problems when appropriate. 
• Provision, configure, deploy, and support desktops and laptops using centralized device management tools while ensuring compliance with company standards and security policies. 
• Perform routine maintenance on end-user devices, including operating system updates, software updates, storage cleanup, and security scans. 
• Ensure incidents and service requests are resolved in a timely manner or escalated appropriately. 
• Assist in creating and maintaining Help Desk documentation, knowledge base articles, and support procedures. 
• Support small IT projects under the guidance of management. 
• Assist with the collection, organization, and preparation of retired computer equipment for recycling and disposal according to company policies. 
• Participate in a scheduled monthly on-call rotation to support urgent after-hours technical issues. 
• Work collaboratively with the IT team to continuously improve support processes and the overall end-user experience. 
• Perform all other duties needed to help drive our vision, fulfill our mission, and support organizational goals. 

Requirements

• 1–2 years of IT support experience or formal technical training in a Help Desk or desktop support environment. 
• Basic knowledge of computer hardware, software, operating systems, and common troubleshooting techniques. 
• Experience supporting Windows operating systems and Microsoft 365 applications, including Outlook, Teams, OneDrive, and related productivity tools. 
• Familiarity with macOS environments is a plus. 
• Experience supporting Android and iOS mobile devices. 
• Basic knowledge of printers, scanners, and other end-user peripherals. 
• Experience setting up, configuring, and supporting desktop and laptop devices in a business environment. 
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users. 
• Strong verbal and written communication skills. 
• Demonstrated ability to troubleshoot issues, identify root causes, and implement effective solutions.
• Ability to work independently while collaborating effectively within a team environment. 
• Demonstrated passion for technology and a desire to continuously develop new technical skills. 

Physical Requirements

• Ability to safely lift, carry, move, and install computer equipment weighing up to 50 pounds. 
• Ability to work beneath desks, workstations, and other confined spaces during equipment installation and troubleshooting. 

Salary Range: $48k - $57k

Our Promise To You

We create excitement in the world of flowers and are the first choice for service. We deliver all the best and nothing else! To you, we deliver a work environment and a culture where building long-lasting relationships internally and externally is important. We believe that good communication, sharing ideas and collaborating on projects will set us up for success. We keep both our feet on the ground and are approachable.  

In addition to this we provide a comprehensive Total Rewards package that includes: 

• Medical, dental, life and long-term disability insurance 
• 401k/Profit Sharing Retirement Plan 
• Paid time off benefits including vacation and holidays 
• Tuition assistance 
• An onsite subsidized café overlooking 30 acres of renowned gardens and restored natural areas 
• Employee Assistance Program and Positive Health programs