IT Support -Helpdesk Analyst

Join LaundryLux Laundrylux is the North American supplier of Electrolux Professional & Wascomat equipment for Laundromats, Coin Laundries & On-Premises Laundries. From financing to repairs, Laundrylux provides a comprehensive set of services to help with all elements of commercial laundry. IT Support-Helpdesk Analyst What we are looking for: The IT Support / Helpdesk Analyst to provide hands-on technical support to employees, improve Helpdesk response and resolution times, and help restore trust in the IT ticketing process.

This role will serve as a key frontline IT support resource responsible for managing daily user support requests, triaging tickets, resolving workstation and hardware issues, supporting onboarding and offboarding activities, and ensuring tickets are properly documented, assigned, followed up, and closed. The ideal candidate must be customer-focused, organized, technically capable, and comfortable working in a fast-paced business environment supporting office, warehouse, sales, service, finance, and operations users. This position is critical to improving IT service delivery, reducing ticket backlog, strengthening SLA performance, and supporting more than 250 users across the organization.

Before we continue to dive into the requirements for the role let’s talk about Why you should join LaundryLux? Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning Diversity Initiatives : We are proud to have launched the Women’s Initiative focused on building a better workplace for women, providing support, and recognizing the talented women within our company. LaundryLux Benefits : We offer a comprehensive benefits package including: Health benefits package including medical, dental & vision plans Life Insurance 401(k) with company matching Paid Time Off Paid Holidays Profit Sharing Employee Referral Program Mentorship Program Company Sponsored Training Tuition Reimbursement Back to the role: What you will do: Helpdesk and Ticket Management Monitor the IT Helpdesk queue throughout the day and ensure new tickets are reviewed, categorized, prioritized, and assigned appropriately. Respond to user support requests in a timely and professional manner.

Troubleshoot and resolve Level 1 and Level 2 support issues. End-User Support Provide onsite support for desktops, laptops, monitors, docking stations, printers, scanners, mobile devices, and other user equipment. Troubleshoot Windows operating system issues, Microsoft Office applications, email, network connectivity, VPN, printing, and basic application access problems.

Hardware, Software, and Asset Support Configure, deploy, and support laptops, desktops, printers, scanners, phones, and related IT equipment. Assist with imaging, device setup, application installation, updates, and troubleshooting. Employee Onboarding and Offboarding Prepare laptops, user accounts, email access, software, and equipment for new hires.

Assist with employee offboarding by disabling access, collecting equipment, and documenting returned assets. Microsoft 365, Entra ID, and Access Support Assist with basic Microsoft 365 administration, including user support for Outlook, Teams, OneDrive, SharePoint, and Office applications. Warehouse and Operations Support Provide onsite support for warehouse users and devices, including scanners, printers, label printers, mobile devices, workstations, and network connectivity issues.

Assist with troubleshooting Wi-Fi and connectivity complaints by collecting basic information and escalating to the infrastructure team when needed. ERP and Business Application Support Triage Act as the first point of triage for user-reported ERP or business application issues. Route Epicor, BI, reporting, integration, or system enhancement requests to the correct technical resource.

Documentation and Process Improvement Create and maintain basic knowledge base articles for recurring issues. What you should have: Strong experience supporting Windows laptops and desktops. Working knowledge of Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Office applications.

Experience troubleshooting printers, scanners, network connectivity, VPN, and hardware issues. Experience using a ticketing/helpdesk system. Basic understanding of user accounts, permissions, MFA, and access management.

Strong documentation and follow-up skills. Strong customer service and communication skills. Ability to prioritize multiple issues in a fast-paced environment.

Ability to explain technical issues clearly to non-technical users. Strong sense of ownership and accountability. Organized and detail oriented.

Strong problem-solving ability. Ability to remain calm under pressure. Willingness to learn business systems and operational processes.

Education and Experience: BSc in Computer Science or Computer Engineering or related discipline 2–4 years of experience in IT Helpdesk, Desktop Support, Technical Support, or a similar role. Travel: Occasional travel to other US based offices Physical Requirements: This position operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Ability to lift and move standard IT equipment such as monitors, desktops, printers, and laptops as needed. The role may require walking between office, warehouse, and operational areas to support users and equipment. Our Values: People, Share Responsibility, Integrity, Excellence, Customer Focused, Meaningfulness and Fun If you are looking for your next challenge, then this is your chance to join our team of exceptionally talented, creative and innovative professionals.

We want you! We are an equal opportunity employer and we are committed to providing reasonable accommodations to individuals with disabilities in all aspects of the employment process. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

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