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 11,000 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.

• 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
.

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.

• 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.

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.

• 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.

• This role supports a Monday–Friday 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

• Physical, Sensory and Mental Requirements
• Normal office environment

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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