Founded over 35 years ago, First Quality is a family-owned company that has grown from a small business in McElhattan, Pennsylvania into a group of companies, employing over 5,000 team members, while maintaining our family values and entrepreneurial spirit. With corporate offices in New York and Pennsylvania and 8 manufacturing campuses across the U.S. and Canada, the companies within the First Quality group produce high-quality personal care and household products for large retailers and healthcare organizations. Our personal care and household product portfolio includes baby diapers, wipes, feminine pads, paper towels, bath tissue, adult incontinence products, laundry detergents, fabric finishers, and dishwash solutions. In addition, we manufacture certain raw materials and components used in the manufacturing of these products, including flexible print and packaging solutions.
Guided by our values of humility, unity, and integrity, we leverage advanced technology and innovation to drive growth and create new opportunities. At First Quality, you’ll find a collaborative environment focused on continuous learning, professional development, and our mission to Make Things Better®.
We are seeking an End User Tech for our First Quality Baby Products site located in Macon, GA. This position will be responsible for operational infrastructure support, maintenance and troubleshooting to ensure optimum utilization of IT resources. The End User Technology Technician is responsible for the business support needs, daily monitoring of Incidents / Requests, and the support of our user environment.
Primary responsibilities include:
Identifying, diagnosing, and resolving level one issues in computer hardware and software in laptops and PCs.
Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems.
Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops.
Providing one on one assistance to the end user regarding the technical flaw, either by phone, emails, or in person.
Troubleshooting network related issues like local area connection problems, network access, e-mail, internet, connectivity issues.
Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty and repairing minor flaws in hardware if not covered under the same.
Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Divisional, local, enterprise incident management support.
Collaborate with Service Desk, Lead\Divisional IT Leads\IS\FQ Businesses.
Understands concepts of ITIL and IT service management.
Assist in change management efforts.
Provide feedback to services and capabilities provided by IT.
Responsible for customer /satisfaction, service level objectives and IT improvement plans.
The ideal candidate should possess the following:
Bachelor’s Degree in Computer Science or related field or equivalent experience.
Strong problem solving and decision-making skills with excellent written and verbal communications skills.
5+ years IT experience with at least 2 years in a $500M+ and/or Global Business.
High understanding of End User platforms and operating systems including Windows 7, Windows 10, Tablets, Apple iOS devices, Printers, Wireless connectivity.
Extensive application support experience.
Strong documentation skills.
Mac support experiences a plus.
Fluent in English; second language would be preferred.
Ability to work within a 24/7 environment across multiple time zones
Occasional travel to other First Quality offices required
What We Offer You
We believe that by continuously improving the quality of our benefits, we can help to raise the quality of life for our team members and their families. At First Quality you will receive:
- Competitive base salary and bonus opportunities
- Paid time off (three-week minimum)
- Medical, dental and vision starting day one
- 401(k) with employer match
- Paid parental leave
- Child and family care assistance (dependent care FSA with employer match up to $2500)
- Bundle of joy benefit (year's worth of free diapers to all team members with a new baby)
- Tuition assistance
- Wellness program with savings of up to $4,000 per year on insurance premiums
- ...and more!
First Quality is committed to protecting information under the care of First Quality Enterprises commensurate with leading industry standards and applicable regulations. As such, First Quality provides at least annual training regarding data privacy and security to employees who, as a result of their role specifications, may come in to contact with sensitive data.
First Quality is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identification, or protected Veteran status.
Skills Required
- Bachelor's degree in Computer Science or a related field, or equivalent experience
- At least 5 years of IT experience, including 2 years in a $500M+ or global business
- Strong understanding of Windows 7, Windows 10, tablets, Apple iOS devices, printers, and wireless connectivity
- Extensive application support experience
- Strong problem-solving and decision-making skills
- Excellent written and verbal communication skills
- Strong documentation skills
- Fluency in English
- Ability to work in a 24/7 environment across multiple time zones
- Occasional travel to other First Quality offices
- Mac support experience
- Second-language proficiency
First Quality Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Quality and has not been reviewed or approved by First Quality.
-
Fair & Transparent Compensation — Compensation is described as competitive across many hourly, technical, and engineering roles, with pay often characterized as good or fair for the job. Market-aligned base rates are reflected in recent postings and salary entries across multiple functions.
-
Strong & Reliable Incentives — Quarterly bonuses, shift differentials, and overtime opportunities are commonly cited and meaningfully boost total earnings. Bonus eligibility appears to be a consistent feature in many roles.
-
Parental & Family Support — The package includes paid parental leave, a year of free diapers for new parents, and employer-matched dependent care assistance. These family-focused additions complement core offerings and signal an emphasis on supporting caregivers.
First Quality Insights
What We Do
First Quality was founded over 30 years ago and has grown to become a diversified family of companies with over 4,000 employees. Manufacturing Adult Incontinence Products, Feminine Hygiene Products, Baby Wipes, Adult Washcloths, and Consumer Paper Products, we serve institutional and retail markets throughout the world. Our trusted, household brands include Prevail®, Cuties®, Plenty®, Panda®, and Incognito® Our facilities operate independently to maintain focus on the markets they serve, but benefit from being a part of the First Quality family of companies. We may be spread out across 9 locations and 2 countries, but we are one team! With our focus on innovation, technology, and sustainability, we strive to create the best products that stand out and make a real difference in people’s lives without ever sacrificing quality for affordability. If advanced technology, innovative thinking, and a passion for challenging the status quo excite you, come join our team at First Quality! When you look at one of our job listings what you’ll find is an opportunity: to meet teams who challenge each other to improve, encounter leaders who empower you to experiment, and discover work that inspires you. As a new employee in our FQ family your training begins day one and continues throughout your career as you learn and grow with our organization. Be part of making things better – apply today to join our team at www.firstquality.com/join-us!
