Service Desk Technician (Quality Focused | Ticket Ownership)

AFL manufactures industry-leading fiber optic cable connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today we manufacture thousands of products generate an excess of $2B in revenue and employ approximately 11000 associates worldwide. At AFL we recognize that our employees are our greatest asset. We hire and train each individual investing in them to ensure success in their careers. With a commitment to professional development and growth let us connect you to your next career opportunity.

What We Offer:

• Flexible time off policy
• 401K Company match (up to 4% - dollar for dollar)
• Professional development training and tuition reimbursement programs
• Excellent medical dental vision and life insurance policy options
• Opportunities for career advancement with an industry leading company!

We are seeking a full time Service Desk Technician to join our corporate IT Service Desk at our corporate office in Duncan SC.

Why this role matters

At AFL the Service Desk is the front door to IT and we care deeply about Quality IT work. We are looking for an experienced technician who takes full ownership of issues and drives them to completion with strong troubleshooting clear communication and documentation that makes problems easier to solve next time not just today.

What you will do (Core Responsibilities)

• Own end-user tickets from intake to resolution (walk-up phone email portal)
• Troubleshoot and resolve Windows Microsoft 365 workstation/peripheral issues; validate fixes.
• Keep tickets high-quality: clear notes timely updates and user-ready communication.
• Turn learnings into FAQs and repeatable solutions; spot trends and reduce repeat issues.
• Participate in an on-call rotation to support business needs outside standard hours.

Quality Ownership Mindset (NonâNegotiable)

We are specifically looking for someone who approaches support like this: If I needed help solving it today how do I not need help tomorrow That means you own tickets to completion communicate clearly throughout the lifecycle and deliver validated fixes not just quick closures. When you hit a dependency (permissions access tools training) you take initiative to remove the blocker so you can solve it independently next time. You document the full story (what happened what you tried what worked) and turn what you learn into FAQs and repeatable solutions. The goal is simple: fewer repeat issues through strong troubleshooting clean documentation and continuous improvement.

What we are seeking (Experienced)

• 3 years in Service Desk / Help Desk / Desktop Support
• Strong Windows workstation and end-user troubleshooting fundamentals.
• Strong communication and documentation habits
• Proven ownership mindset and desire to continuously improve.

Work Hours

• This role supports a MondayFriday service operation during normal business hours; start and end times may vary to support team coverage and business needs.
• Participation in an on-call rotation is required and occasional additional hours may be needed to support:
• Special projects
• Global/foreign holiday coverage
• Staffing shortages
• Other business needs

Working Conditions

• Physical Sensory and Mental Requirements
• Normal office environment

Required Experience:

IC