IT Helpdesk Support - Tier 1

Overview

We are Prinova, a leading global supplier of ingredients and premix manufacturing solutions, and trusted by the world’s best‑known food, beverage, and nutrition brands. Part of the NAGASE Group, our expertise lies in Ingredient Distribution, Manufacturing Solutions, and Customized Services. Our global network of colleagues, located in offices and manufacturing facilities around the world, deliver sustainable value‑added solutions to our customers. We are recognized for our deep expertise, commitment to excellence, and bold innovation, which have earned us a strong reputation as a trusted industry leader.

Department & Location

Department: IT, Corporate. Location: Carol Stream, IL. Type: Full‑time.

Summary

Tier 1 Help Desk Technicians serve as the first point of contact for technical issues and service requests. They are responsible for initial troubleshooting, documenting tickets in ConnectWise PSA, and escalating to Tier 2 as needed.

Core Responsibilities

• Incident & Request Handling: Respond to user inquiries in the ticket portal. Perform basic troubleshooting for Windows OS issues, Microsoft 365 (Outlook, Teams, OneDrive), password resets, MFA setup, printers, VPN, and basic network connectivity, Apple Device Support (iPhone & iPad).
• IT Project Support: Provide clear communication and set expectations for resolution times. Ticket Management (ConnectWise PSA): Create and update tickets with accurate details, time entries, and status changes. Follow service board workflows and SLA guidelines. Document troubleshooting steps and resolutions for the knowledge base. Escalate tickets to Tier 2 when the issue involves advanced networking, server‑side troubleshooting, or security incidents, and when standard troubleshooting steps have been exhausted.
• Escalation Quality: Provide sufficient context for Tier 2 handoff (detailed problem summary, steps taken and results, screenshots/logs, business impact). Maintain ownership until Tier 2 accepts and updates the ticket.
• Tools & Systems: ConnectWise PSA – Ticketing, time entry, SLA tracking; Remote support tools (e.g., ConnectWise ScreenConnect); AD Manager (basic tasks); Citrix Management Studio (when applicable).
• Performance Expectations: First Contact Resolution (FCR): Maximize resolution at Tier 1. SLA Compliance: Meet response and resolution targets. Escalation Quality: Provide sufficient context for Tier 2 handoff.
• Additional Support: Assist users with electronic needs for meetings (projector, video conference, etc.). Projects and other duties as deemed necessary by IT, Network Integration Management.

Required Education and Experience

Associate’s degree (A.A.) or equivalent from a two‑year college or technical school, and six months of applicable experience in the IT area.

Required Skills / Abilities

• Strong, proven working background in IT Help Desk Support.
• Basic knowledge of Windows / Mac iOS, computer hardware, and common business applications.
• Experience with imaging, deployment, and configuration of desktop and laptop machines.
• Ability to install, configure, and troubleshoot software, hardware, and peripherals.
• Fundamental understanding of networking concepts (WiFi, IP addressing, printers).
• Detail‑oriented with strong documentation and ticket management practices.
• Ability to multitask and prioritize effectively in a fast‑paced environment.
• Strong customer service, communication, and problem‑solving skills.
• Familiarity with ticketing systems and escalation procedures.
• CompTIA A+ or similar certification preferred (or willingness to obtain).

Work Conditions & Physical Requirements

This role is primarily based at our Carol Stream, IL office and provides onsite technical support. The position may also require occasional support at our Itasca or Hanover Park locations to ensure adequate scheduling coverage. The standard work schedule is Monday through Friday, 8:30 AM–5:00 PM CST, with a 30‑minute lunch break. Subject to change.

Physical Requirements: Ability to lift up to 35 lbs. Work environment is generally in an office setting. Ability to view a computer screen and type for extended hours. Ability to sit and stand for extended periods of time. Other physical requirements include moderate standing and occasional squatting, bending, and twisting. Ability to adjust work schedule as business needs require.

Quality / Safety Responsibilities

All Prinova employees are required to ensure compliance standards with food safety, food defense, and food quality (FDA, ILDPH, FSMA, and BRC). It is the responsibility of each employee to comply with occupational safety and health standards issued under OSHA and to follow all rules, regulations, and procedures established by the Company to ensure that their actions do not impact the health and safety of themselves or others.

Benefits

• Employer paid STD and LTD HSA and FAA
• Paid Maternity and Paternity Leave
• PTO
• Employer paid Basic Life Insurance
• 401(k) & Roth with employer match
• Voluntary – Critical Illness, Hospital Indemnity, Accident
• Personal growth including training and development opportunities

Disclaimer & EEO Statement

Prinova is committed to providing equal opportunities without regard to race, color, religion, sex, pregnancy, creed, national origin, age, physical or mental disability, marital status, ancestry, veteran or military status, sexual orientation, gender identity and / or expression, genetic information, or any other characteristic or group status protected under applicable law.

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