Unlock your potential with Prinova

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.

Wherever your career is headed, you’ll find direction, opportunity, and belonging with us.

IT Helpdesk Support - Tier 1

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.

Essential Duties and Responsibilities:

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

Escalation Process

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.

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.
Assist users with electronic needs for meetings (projector, video conference, etc.).

Additional Support

Projects and other duties as deemed necessary by IT, Network Integration Management

Required Education and/or 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 (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
Familiarity with ticketing systems and escalation procedures is a plus
CompTIA A+ or similar certification preferred (or willingness to obtain)

Work Conditions

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:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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.

What’s in it for you?

Competitive Pay – $20 - $25 an hour

Experience, education, geographic location and shift all taken into consideration.

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

Disclaimer: 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.

Prinova USA

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IT Helpdesk Support - Tier 1