IT Support Technician
Hoover Treated Wood Products
On-site
Augusta, Georgia, United States
IT Support Technician
Functions/Duties:
Functions/Duties:
- Respond to incoming IT support requests submitted via phone, email, in-person, or IT ticketing system in a timely, prioritized, and professional manner.
- Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity.
- Provide guidance and assistance to end-users on IT procedures, applications, and systems.
- Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalate complex issues, based on urgency and impact, to the appropriate technical teams or vendors with all relevant information and context.
- Perform routine system checks and maintenance tasks to ensure smooth IT Operations.
- Contribute to the creation and updating of IT knowledge base articles and support documentation.
- Follow established IT support workflows and escalate any deviations or risks to IT management.
- Maintain a high level of professionalism and customer service when interacting with end-users.
- Assist IT Operations personnel with projects or initiatives with occasional travel to other company facilities.
- Promptly document and execute user account and device onboarding/offboarding as required.
- Maintain adequate stock of documented IT inventories (including spare devices, peripherals, accessories, and supplies).
- Verify IT processes and compliance procedures are followed.
- This role may require occasional on-call support or flexible hours to address critical incidents.
- Primary in-office setting at two local offices with optional hybrid remote work and occasional visits to outdoor manufacturing facility environments.
- Physical ability to lift and move IT equipment (up to 50lbs) as needed.
Qualifications:
- High school diploma or equivalent; an associate's degree or higher in Information Technology, Computer Science, or a related field is a plus.
- Proven experience in an IT support or help desk role preferred.
- Familiarity with common operating systems (Windows, ChromeOS), office productivity tools, and basic networking concepts.
- Experience with ticketing systems (e.g., ServiceNow, Jira, or similar) is a plus.
- Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Excellent verbal and written communication skills.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Customer-focused mindset with a friendly and patient approach to handling end-user issues.
- Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals are an advantage.
Background check and drug testing
Company Description:
Hoover Treated Wood Products, Inc. (HTWP) is the largest producer of fire retardant treated wood in the world. In business since 1955, HTWP has 10 plants located from coast to coast. HTWP is a fast growing company expanding from 5 plants to 10 plants in the last five years. HTWP offers a comprehensive compensation package that includes competitive wages, a pension retirement plan, medical, dental, life and disability insurance, paid holidays and vacation.