Job Summary:
TOPPAN Packaging Americas specializes in designing and manufacturing sustainable packaging solutions. The IT Help Desk Administrator is responsible for overseeing help desk operations and ensuring effective technical support for end users.
Responsibilities:
• Work with our MSP who Administers and manages the IT help desk ticketing system, to ensure accurate tracking, prioritization, escalation, and resolution of incidents and service requests.
• Act as the primary point of contact for escalated technical issues that cannot be resolved by Tier 1 or Tier 2 support.
• Monitor help desk performance metrics (SLAs, response times, resolution times, backlog) and produce regular reports for IT leadership.
• Develop, document, and enforce help desk procedures, workflows, and support standards.
• Coordinate with infrastructure, applications, cybersecurity, and third-party vendors to ensure resolution of complex issues.
• Maintain and improve the IT knowledge base, ensuring documentation is accurate, current, and accessible.
• Support onboarding and offboarding processes, including account provisioning, hardware setup, and access management.
• Ensure compliance with IT policies, security standards, and regulatory requirements.
• Identify recurring issues and recommend root-cause fixes and process improvements.
• Participate in IT projects by providing help desk readiness, training materials, and post-deployment support.
• Provide day-to-day guidance and task coordination for help desk technicians.
• Assist with training, mentoring, and onboarding of new help desk staff.
• Maintain a productive and aligned relationship with third party MSP who provide Infrastructure services, including helpdesk resources.
• Contribute to performance reviews by providing feedback on technician performance and development needs.
• Lead in the development of processes to manage major incidents.
Qualifications:
Required:
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2 -3 years of experience in IT support or help desk roles.
• Strong knowledge of Windows and/or macOS environments, Microsoft 365, Active Directory, and common enterprise applications.
• Hands-on experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice, Zendesk).
• Solid understanding of networking fundamentals, hardware troubleshooting, and endpoint management.
• Excellent communication, customer service, and documentation skills.
Company:
TOPPAN Packaging is a leading provider of innovative and sustainable packaging solutions, offering a comprehensive portfolio that includes both flexible and thermoformed packaging. Founded in , the company is headquartered in Charlotte , NC, US, , with a team of 10001+ employees. The company is currently Late Stage.