Prinova USA · 9 hours ago
IT Helpdesk Support - Tier 1
Carol Stream, IL
Full-time
Onsite
New Grad, Entry Level
$20/hr - $25/hr
0+ years expPrinova US LLC is a leading global supplier of ingredients and premix manufacturing solutions. They are seeking a Tier 1 Help Desk Technician to serve as the first point of contact for technical issues, responsible for troubleshooting and documenting service requests.
Food and BeverageHealth CareManufacturingNutritionProduct Design
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:
+ Issue involves advanced networking, server-side troubleshooting, or security incidents
+ Standard troubleshooting steps have been exhausted
Include:
+ Detailed problem summary
+ Steps taken and results
+ Screenshots/logs
+ Business impact
+ Maintain ownership until Tier 2 accepts and updates the ticket
ConnectWise PSA – Ticketing, time entry, SLA tracking
Remote support tools (e.g., ConnectWise ScreenConnect)
AD Manager (basic tasks)
Citrix Management Studio (when applicable)
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
Assist users with electronic needs for meetings (projector, video conference, etc.)
Projects and other duties as deemed necessary by IT, Network Integration Management
Qualification
Required
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
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 (Wi Fi, 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
Preferred
Familiarity with ticketing systems and escalation procedures is a plus
CompTIA A+ or similar certification preferred (or willingness to obtain)
Benefits
Medical, Dental, Vision
Employer paid STD and LTD
HSA and FSA
Paid Maternity and Paternity Leave
PTO
Employer paid Basic Life Insurance
401(k) & Roth with employer match
Eight Paid Holidays + 3 Floating Holidays
Voluntary - Critical Illness, Hospital Indemnity, Accident
Personal growth including training and development opportunities
Company
Prinova USA
Prinova has been providing high-quality ingredients, flavors and value-added solutions to help you successfully navigate the marketplace for 45+ years as a reliable partner you can trust.
1001-5000 employees
H1B Sponsorship
Prinova USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2019-08-06Acquired
Leadership Team
ROB ELIAS
CFO
Lauren Kavanaugh
Assistant To The Chief Financial Officer
Recent News
2025-07-22
Company data provided by crunchbase