IT Support & Operations Specialist

IT Support & Ops Specialist  The IT Support & Ops Specialist is responsible for delivering end-to-end End User Computing (EUC), Service Desk, and Field Support services while managing local IT infrastructure across plant environments. This role ensures reliable, responsive, and high-quality IT support for manufacturing operations, acting as the primary contact for end users and business stakeholders. The position combines remote service desk support, on-site field support, and infrastructure management, ensuring high system availability, quick incident resolution, strong customer satisfaction, and compliance with enterprise IT standards.
Primary Skill  End User Computing (EUC), Service Desk & Field Support Operations
Key Skills   End User Computing (EUC) Support
Service Desk Operations (L1/L2 Support)
Field / Desk-side Support
Desktop & Laptop Troubleshooting
Microsoft 365 (O365, Teams, Outlook)
Active Directory / Azure AD
ITSM Tools (Ivanti)
Windows OS (10/11), Basic macOS
Network Fundamentals (LAN, WAN, Wi-Fi, VPN)
Server & Storage Basics
Hardware & Peripheral Support (Printers, Scanners)
Incident, Problem & Change Management (ITIL)
Asset & Configuration Management
Endpoint Security & Compliance
Remote Support Tools (SCCM, Intune, Team Viewer)
Factory / Manufacturing IT Support

Key Responsibilities  End User Computing (EUC) Support
Manage and support desktops, laptops, mobile devices, and peripheral equipment.
Ensure smooth functioning of collaboration tools such as Microsoft Teams and Office 365.
Perform system imaging, device provisioning, and user support activities.
Service Desk Support
Provide L1/L2 support via calls, emails, chat, and ITSM tools.
Log, track, and resolve incidents and service requests within SLA timelines.
Escalate complex issues to appropriate teams and ensure timely resolution.
Maintain high levels of customer satisfaction through effective communication and support.
Field / Desk-side Support
Provide on-site technical support for hardware and software issues.
Troubleshoot desktops, laptops, printers, and network connectivity issues.
Coordinate with vendors for hardware replacement and repairs.
Incident & Problem Management
Act as an escalation point for high-priority or complex incidents.
Perform root cause analysis (RCA) and implement preventive measures.
Change Management
Support IT change implementation with proper approvals and risk control.
Ensure minimal disruption to business during changes.
Compliance & Security
Ensure adherence to IT security policies and audit requirements.
Maintain endpoint security and compliance standards.
Documentation & Asset Management
Maintain SOPs, knowledge articles, and troubleshooting guides.
Track IT assets and manage lifecycle processes effectively.
Collaboration
Work closely with global IT teams, vendors, and plant stakeholders.