IT Support Specialist II, Manufacturing Intelligence Business Area, IT

Summary

Job Title - IT Support Specialist II, Manufacturing Intelligence Business Area

Location - North Kingstown, RI - Onsite

Functional Summary

Provides support to end users for basic computer, application, system, device, access, and hardware issues. Identifies, researches, and resolves routine technical issues of moderate complexity. Responds to email, walk-ups, and online ticket requests for technical support. Documents, tracks, and monitors the issue using applicable systems and tools. Will coordinate with other teams or departments to resolve user issues.

Job Responsibilities

* Provide Level 1 and advanced Level 2 technical support by handling and resolving complex issues across desktops, laptops, mobile devices, & enterprise applications.

* Perform in-depth troubleshooting and root cause analysis across operating systems, software, network connectivity, identity/access, and endpoint management.

* Take full ownership of incidents and service requests from escalation through resolution, ensuring timely updates, clear communication, and strict adherence to defined Service Level Agreements (SLAs).

* Monitor and manage assigned ticket queues to ensure SLA compliance for response and resolution times, proactively preventing breaches.

* Act as an escalation point for recurring or high-impact issues, identifying trends and implementing corrective and preventative actions to reduce incident volume.

* Maintain high-quality ticket documentation, ensuring all troubleshooting steps, resolutions, and user communications are clearly recorded to support auditability and knowledge sharing.

* Support and administer Microsoft Entra  (Azure AD), Endpoint Manager (Intune), and Microsoft 365, including user lifecycle management, access control, device compliance, and policy enforcement.

* Collaborate with Level 3 teams (infrastructure, endpoint, security, networking, applications) to resolve complex issues while maintaining accountability for end-user communication and service experience.

* Contribute to problem management processes by identifying root causes, documenting known errors, and implementing permanent fixes where possible.

Additional Responsibilities

* Utilize ITSM tools (e.g., Service Now) to effectively log, categorize, prioritize, and resolve incidents and service requests in alignment with SLA targets and support KPIs.

* Deploy, configure, and maintain end-user devices, including system imaging, software deployment, patching, and lifecycle management.

* Execute onboarding and offboarding processes, ensuring timely provisioning/deprovisioning of access, proper device setup, and user training.

* Proactively monitor system health and endpoint performance, identifying and resolving issues before they impact end users.

* Maintain and manage IT asset inventory with accuracy, ensuring compliance with asset lifecycle, security, and audit requirements.

* Develop and maintain technical documentation, knowledge base articles, and standard operating procedures to improve resolution rates and overall team efficiency.

* Provide guidance and mentorship to Level 1 support staff, improving ticket quality, troubleshooting capability, and adherence to support processes.

* Identify opportunities for automation, process improvement, and service enhancement to drive operational efficiency.

* Stay current with emerging technologies, endpoint management strategies, and security practices.

Qualifications

Education and/or Experience

* Associate's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience

* 3-5 years of experience in IT support, with a strong emphasis on Level 2 support, troubleshooting, and end-user services in a corporate or enterprise environment

* Demonstrated experience supporting Microsoft environments, endpoint management tools (e.g., Intune), and user identity platforms (e.g., Entra /Azure AD)

* Experience working in SLA-driven support environments, with accountability for ticket quality, response times, and customer satisfaction

* Familiarity with IT service management frameworks (e.g., ITIL) and tools such as Service Now is considered an asset

* Experience in manufacturing or mixed office/production environments is a plus, with an understanding of the unique support needs in these settings

Physical Demands

The employee must be able to perform all essential job functions satisfactorily. Reasonable accommodations may be made, upon request, to enable individuals with disabilities to perform essential functions, in accordance with applicable laws.

* Ability to remain in a stationary position (seated or standing) for extended periods while working on computers and supporting users

* Frequent use of hands and fingers for typing, operating IT equipment, handling tools, and performing hardware-related tasks

* Occasional bending, kneeling, crouching, and reaching to connect or troubleshoot equipment in workstations, server rooms, or production areas

* Ability to…