Helpdesk Technician

Since 1947, The Marwin Company, a manufacturer of premium building products, including code-compliant folding attic stairways, innovative attic access solutions, and pocket door frames, has been a trusted provider of interior French and louver doors. Renowned for delivering superior quality, on-time shipments, and exceptional customer service across the nation, including Hawaii, Marwin sets the standard in energy-saving products for the residential housing industry. When quality matters, ensure it's Marwin-made.

At the heart of our operations lie our core values: TRUST, Team-Oriented, Working collaboratively and cooperatively together to achieve a common goal, we replace "I" and "me" with "us" and "we" ; Results-Driven, Delivering exceptional results through exceptional performance ; Unparalleled Service, Manufacturing and operational excellence focused on quality, value and an unmatched customer experience ; Safety-Focused, Committed to the safety and welfare of our employees, customers and communities; and Transformational, Fostering creativity that challenges constraints and drives continuous improvement. These values guide our every decision and action, shaping our culture and driving our commitment to excellence.

Traveling Helpdesk Level 1 Technician- Job Description

We are seeking a highly motivated and customer-focused Traveling Helpdesk Level 1 Technician to join our support team. This role is crucial for maintaining efficient IT operations across our key regional offices. The technician will be based out of the Columbia, SC office but will require travel to our other locations in Fort Mill, SC, Atlanta, GA, and Raleigh, NC, to provide hands-on, face-to-face technical support as needed

Key Responsibilities

• Serve as the first point of contact for all technical support issues, including hardware, software, network, and peripheral problems.
• Perform remote and on-site diagnosis and resolution of common issues such as password resets, software installation/updates, email configuration, and connectivity problems.
• Install, configure, and troubleshoot Windows and macOS operating systems, along with common business applications (e.g., Microsoft 365/Google Workspace).
• Provide basic support for network connectivity (VPN, Wi-Fi, basic IP issues) and printer/scanner functionality.
• Escalate complex or unresolved issues to Level 2/3 support teams and management following defined protocols.
• Perform hands-on setup and deployment of new user workstations (desktop and laptop imaging).
• Assist with inventory management and tracking of all IT assets at regional offices, including procurement and disposal processes.
• Support conference room A/V equipment, including troubleshooting projectors, video conferencing systems, and collaboration tools.
• Create, update, and maintain detailed technical documentation and knowledge base articles for both technical staff and end-users.
• Ensure all support requests are logged, tracked, and updated promptly within the helpdesk ticketing system (e.g., Zendesk, Freshdesk).
• Communicate clearly and effectively with non-technical staff, providing professional and empathetic customer service.

Qualifications and Skills-Required

• 5-10 years of experience in a Helpdesk or Desktop Support role.
• Associate’s or Bachelor’s degree in Information Technology or a related field.
• Proven ability to troubleshoot and resolve issues related to PC and Mac hardware, software, and operating systems.
• Strong working knowledge of Microsoft 365 (Teams, Exchange Online, SharePoint)
• Excellent customer service and interpersonal communication skills.
• Ability to work independently and manage time effectively while traveling and supporting multiple locations.
• Must possess a valid driver's license and be willing to travel up to 30% of the time.

Preferred

• Industry certifications such as CompTIA A or Microsoft Certified Desktop Support Technician (MCDST).
• Experience with Active Directory/Azure AD for user and group management.
• Prior experience using a centralized helpdesk ticketing system.

 Rewarding Compensation and Benefits

Eligible employees can elect to participate in:
    • Comprehensive medical benefits coverage, dental plans and vision coverage.
    • Health care saving account. 
    • Short- and long-term disability.
    • Life insurance and Critical Illness insurance.
    • Employee and Family Assistance Program (EAP).
    • Retirement plan (401k) with a generous company match.

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT: The Marwin Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.