IT Support Specialist

What You Will Do

In this role, you will provide hands‑on IT support within a manufacturing environment, ensuring reliable operation of end‑user systems and production‑related technologies. You will play a key role in maintaining operational continuity while delivering excellent customer service.

• Deliver high‑quality customer service to end users across the site
• Respond to incidents and service requests via phone and ticketing system in a timely manner
• Troubleshoot hardware, operating system, and application issues
• Diagnose and resolve client‑side network issues (e.g., DHCP, DNS, IP configuration, connectivity to switches and IDFs)
• Support and maintain manufacturing‑related devices, including printers, barcode scanners, handheld radios, and digital signage
• Collaborate with manufacturing teams to understand and resolve operational issues
• Take ownership of incidents and service requests, ensuring resolution within defined SLAs
• Analyze, test, and resolve basic to moderately complex technical issues
• Provide remote and on‑site technical support for applications, systems, and peripherals
• Escalate and coordinate issues with internal teams as needed
• Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system
• Maintain and contribute to knowledge base articles, processes, and documentation
• Ensure proper ticket routing and escalation to appropriate support groups
• Support assigned IT projects and track progress
• Support the transition to modern endpoint management solutions, including Microsoft Intune and Windows Autopilot
• Participate in an on‑call rotation and provide after‑hours support when required
• Perform additional duties as needed

• Associate’s degree in Information Technology (or higher), or equivalent experience with a high school diploma
• Minimum of 5 years of experience in desktop support, IT support, or system administration
• Experience supporting IT operations in a manufacturing or industrial environment
• Hands‑on experience supporting Windows 10 and Windows 11
• Hands‑on experience supporting Microsoft Office Suite and Microsoft 365
• Experience with endpoint deployment and management tools (e.g., Microsoft Intune, Windows Autopilot, SCCM, or similar) is strongly preferred
• Working knowledge of Microsoft 365 administration (user accounts, device policies, licensing, endpoint security)
• Working knowledge of Windows Server and Active Directory administration
• Experience troubleshooting client‑side networking issues (DHCP, DNS, IP addressing, ports)
• Experience supporting peripherals such as printers, scanners, and other shop‑floor devices
• Familiarity with network hardware and infrastructure is a plus (e.g., switches, VLANs, IDF management)
• Experience with ticketing systems (Fresh service or similar; Fresh service is a plus)
• Strong troubleshooting and analytical problem‑solving skills
• Customer‑focused mindset with a commitment to service excellence
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively within a team
• Strong organizational skills and ability to manage multiple priorities
• Willingness to learn and adapt to new technologies and evolving IT environments

• Ability to lift up to 60 lbs
• Comfortable working in a manufacturing/production environment for extended periods (preferred)
• Ability to stand, walk, and perform tasks such as working under desks or in confined spaces
• Ability to meet these requirements with or without reasonable accommodation

We are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.