Internal IT Support Specialst

IT Help Desk Support Specialist (Internal IT Guru)

Department: Information Technology

Reports To: IT Manager / Director of Operations

Employment Type: Full-Time

We are a leading lighting manufacturing company dedicated to designing, producing, and delivering high-quality, energy-efficient lighting solutions for commercial, industrial, markets. Our state-of-the-art facilities combine advanced manufacturing processes with innovative technology to serve customers worldwide. We pride ourselves on operational excellence, continuous improvement, and a collaborative team culture.

We are seeking a highly capable hands-on IT Help Desk Support Specialist to serve as our primary in-house IT resource. This role goes beyond traditional help desk support — you will function as our internal IT Guru
, providing hands-on technical expertise, proactive problem-solving, setting up computers for new users, perform all necessary wiring in-house, and providing strategic support to keep our manufacturing operations running smoothly.

You will work closely with our Managed Service Provider (MSP) partner CT Comp and technology vendors such as MAXQ Technologies
, while owning day-to-day user support, troubleshooting, system maintenance, and improvement initiatives across the organization.

• Provide timely first- and second-level technical support to all employees via phone, email, in-person, and remote tools.
• Diagnose and resolve hardware, software, network, and application issues (Windows, Microsoft 365, ERP systems, manufacturing software, etc.).
• Manage user accounts, permissions, and access requests across multiple systems.
• Support production floor technology, including shop-floor PCs, scanners, label printers, and industrial equipment interfaces.
• Serve as the primary point of contact and escalation liaison with CT Comp (MSP) and MAXQ Technologies
  .
• Monitor, track, and follow up on MSP tickets to ensure SLAs are met and issues are resolved efficiently.
• Collaborate with vendors on implementations, upgrades, and issue resolution.
• Maintain accurate documentation of systems, processes, and troubleshooting steps.

• Identify recurring issues and recommend process or technology improvements.
• Assist with IT projects including hardware/software deployments, system migrations, and cybersecurity initiatives.
• Perform routine system maintenance, patching, backups, and monitoring.
• Provide training and guidance to users on best practices, new tools, and security awareness.
• Support inventory management of IT assets and recommend technology upgrades.
• Contribute to business continuity and disaster recovery planning.

• Enforce cybersecurity policies and best practices.
• Monitor for suspicious activity and respond to security incidents in coordination with the MSP.
• Ensure compliance with relevant data protection and manufacturing standards.

• 3+ years of experience in IT support, preferably in a manufacturing or industrial environment.
• Strong knowledge of Windows operating systems, Microsoft 365 (Teams, Outlook, SharePoint, etc.), Active Directory, and networking fundamentals (TCP/IP, VPN, Wi‑Fi).
• Experience working with MSPs and external vendors is highly preferred.
• Familiarity with manufacturing systems, ERP platforms, or industrial controls (PLC interfaces, shop-floor technology) is a strong plus.
• Relevant certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications are advantageous.

• Excellent troubleshooting and diagnostic skills with a patient, customer-service-oriented approach.
• Ability to explain technical concepts clearly to non-technical users.
• Strong ownership mentality — proactive, resourceful, and solution-focused.
• Ability to prioritize and manage multiple tasks in a fast-paced manufacturing setting.
• Good documentation and communication skills.
• Team player who can work independently and take initiative.
• Willingness to learn new technologies and adapt quickly.

• Competitive salary commensurate with experience.
• Opportunities for professional development and certifications.
• A stable, growing company with a supportive culture.
• The chance to make a visible impact as the go-to internal IT expert.