Senior It Support Engineer

Overview

Welcome to Clyde’s Donuts! Over a century ago, the Bickford family took ownership of Clyde’s Delicious Donuts. Since 1920, our company has grown to become a beloved name, known for our innovative and high-quality donuts that delight taste buds of all ages. Today, Clyde’s is a thriving, high growth, 4th generation family-owned food manufacturer, and a leading national supplier of donuts to the largest global retailers in mass grocery, convenience stores, and food service.

Our Company is financially strong with a consistent track record of stability and growth under the careful leadership of the Bickford family. We invite you to consider a career with our special company.

Senior IT Support Engineer (L1 / L2) | Multi-Site | Manufacturing/Operations Support | After-Hours Rotation | Hands-On

Reporting to the Vice President of IT, the IT support Engineer will provide advanced technical support for end-user computing, plant-floor systems, and Microsoft-based infrastructure across production and administrative environments and across multiple sites. The position requires strong troubleshooting skills, hands-on manufacturing support experience (preferred), and the ability to work independently in operational settings where uptime, safety, and accuracy are critical. This role also involves occasional off-hours/on-call support to help restore services during production-impacting issues.

• Advanced End-User & Desktop Support
• Provide Level 1-3 support for desktops, laptops, mobile devices, shared workstations, and peripherals
• Resolve complex hardware, operating system, and application issues; perform root-cause analysis
• Act as an escalation point for Level 1 support issues
• Support both office users and production-floor personnel in time-sensitive environments
• Collaborate with the Systems Administrator and other IT partners when escalation is appropriate, while driving issues to resolution whenever possible

• Microsoft Environment & Endpoint Management
• Support Windows 11 and enterprise-standard workstation builds
• Administer and troubleshoot Microsoft 365 (Outlook, Teams, One Drive, SharePoint, Office applications)
• Perform advanced Active Directory and Azure AD / Entra
• Support endpoint configuration, compliance, and policy enforcement using Intune and Group Policy
• Assist with identity, access management, and security controls

• Plant-Floor & Manufacturing Systems Support
• Provide on-site support for manufacturing IT systems and devices, including:
• Label printers (e.g., Zebra, Honeywell) and print servers
• Industrial PCs, shared terminals, and kiosk systems
• Production and inventory systems (MES, ERP shop-floor modules, WMS, or similar)
• Barcode scanners, handheld devices, and mobile terminals
• Digital signage and TV displays used for production metrics, dashboards, and communications
• Troubleshoot connectivity and integration issues between plant systems and corporate IT infrastructure
• Partner with Operations, Quality, and Engineering teams to minimize production downtime
• Support production software upgrades, testing, and deployments

• Site Operations & Reliability
• Ensure high availability of plant-floor systems that support production, labeling, and traceability
• Support shift-based operations, including occasional off-hours or on-call support, and respond to urgent production-impacting issues as needed (including early-morning startup windows)
• Adhere to food safety, GMP, and plant access protocols while working in production areas
• Coordinate with vendors and internal partners as needed to resolve hardware/software issues impacting plant operations (e.g., printer support, telecom/ISP, equipment service providers)

• Documentation, Projects & Process Improvement
• Document system configurations, procedures, and troubleshooting steps
• Contribute to standardization of plant IT support practices across multiple sites
• Participate in IT projects such as system rollouts, plant expansions, and infrastructure upgrades
• Identify opportunities to improve system reliability, security, and user experience through proactive troubleshooting, preventive maintenance, and continuous improvement

• B…