IT Support Specialist

Reports To: Manager, Infrastructure & IT Services

Location: Multi-site;
Enterprise

The IT Support Specialist provides end-user technical support and systems administration across multiple business units. This role maintains desktop, server, network, and cloud-based environments while coordinating with external vendors and managed service providers (MSPs) to ensure reliable, secure, and efficient IT operations. The position supports distributed teams and remote locations across North America and plays a critical role in maintaining business continuity and workflow efficiency.

• Provide end‑user technical support for desktops, laptops, peripherals, and business applications.
• Manage and resolve helpdesk tickets in accordance with established service expectations and business priorities.
• Maintain and support Windows desktop environments (Windows 7–11).
• Directory and Group Policy administration.
• Assist with management of network infrastructure components, including DHCP, DNS, routing, firewalls, Wi‑Fi, and VLAN/subnet configurations.
• Configure, maintain, and troubleshoot printers, copiers, and print server environments.
• Support Microsoft 365 administration, including Exchange Online, SharePoint, and collaboration tools.
• Assist with on‑premises to cloud migrations and tenant‑to‑tenant transitions under leadership guidance.
• Coordinate with external vendors and MSPs to escrow and resolve infrastructure, security, or application‑related issues.
• Support VOIP and cloud‑based phone systems as needed.
• Maintain system documentation, hardware inventory records, and standard operating procedures.
• Provide remote technical support to multiple business units across North America.
• Travel between sites as required to support business needs.

• Employees may be required to perform other related duties as assigned to meet business needs.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Minimum of 3–5 years of progressive IT support or systems administration experience.
• Demonstrated experience supporting Windows desktop and server environments.
• Working knowledge of network fundamentals including DHCP, DNS, routing, firewalls, and VLAN configuration.
• Experience with Microsoft 365 administration.

• Experience supporting ITAR‑registered or regulated manufacturing environments.
• Experience with virtualization platforms (e.g., Hyper‑V).
• Experience working in an MSP or Support‑as‑a‑Service environment.
• Familiarity with enterprise backup solutions.
• Experience supporting ERP platforms (e.g., Microsoft Business Central).
• Experience with reporting tools such as Power BI.
• Experience supporting engineering or design software (e.g., Autodesk, Adobe).

• Strong troubleshooting and diagnostic skills.
• Ability to prioritize and manage multiple technical issues simultaneously.
• Effective communication skills in remote and distributed work environments.
• Ability to coordinate vendor interactions and isolate issues appropriately.
• Strong documentation and organizational skills.
• Ability to quickly learn new technologies and unfamiliar systems.

• Ability to sit for extended periods while working at a computer.
• Ability to lift up to 40 pounds occasionally (e.g., computer equipment, server components).
• Ability to work in server rooms and manufacturing environments as needed.
• Ability to travel between sites as required.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

• Office and remote support environment.
• Occasional work in server rooms or manufacturing facilities.
• Exposure to moderate noise levels in manufacturing areas.
• Travel between sites may be required.

The work environment characteristics described are representative of those encountered while performing essential job functions.

This position may require access to information and items subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the…