Objective / Purpose Provide technical support for the warehouse and manufacturing plant computer system and software. Advanced troubleshooting of employee computer issues. Support for support for warehouse/plant specific IT equipment. Areas of Responsibility / Tasks Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below. Troubleshooting for customers seeking technical assistanceThe engineer will need to clearly communicate with company employees in person, on phone, email, or Microsoft Teams chat. Diagnosing employee’s IT related issues accurately and quickly resolving the issue. Troubleshooting will frequently be done remote and require asking questions that are clear to a non-technical person and using excellent diagnostic techniques. Work with next level teammates on resolving issues that cannot be resolved immediately. Work in an IT service management (ITSM) ticketing system (Topdesk) Thoroughly document actions taken on customer requests.Document time spent on tasks.Maintain the task status appropriately and close promptly. Warehouse/Plant equipment support Warehouse iPad support. Barcode Scan gun support. Deploy and support label printers. Site specific software installations for plant/warehouse Following all facility safety protocols Basic Knowledge of Camera Systems. Basic equipment setup (Racking equipment, patching cables) Setup and delivery of computer hardware to employees. New hires, replacement, or repair. Desk setup (Monitors, laptop, accessories) Laptop computer configuration Update Configuration Management Database (CMDB). Administration of user accounts with Azure Active Directory and third party tools (ADManager / Coreview) Adding and removing from groups Troubleshoot issues with User accounts and Multi Factor Authentication in AAD. Modification of user accounts as needed. Access control / keycard entry system configuration Troubleshoot user issue with Microsoft 365 applications Outlook / Email issues Teams SharePoint / OneDrive Microsoft Intune / Endpoint management Troubleshooting of issues using Elevated rights in Microsoft Privileged Identity Management (PIM) using established guidelines and limitations. Exchange Online Teams Admin AAD User Administration Troubleshoot device issues with users Windows 10/11/ Mac OS Device network / Wi-Fi issues iPhone / iPad Printing issues Troubleshoot and Administer users access to Citrix applications and Azure Virtual Desktop Assist users with initial access Troubleshoot issues in published apps / desktops using Azure or third party app (Control UP) Troubleshoot issues with ERP applications (Dynamics SL, Macola, and in house applications) Document and transfer to the appropriate specialized team Troubleshoot issues with email spam filter (Proofpoint) Work with vendors support to resolve issues (Microsoft, Dell, contracted support teams) Creation of Knowledge articles To assist the end user to help themselves with easy to follow instructions To spread knowledge to co-workers in IT and make everyone’s work easier. Conference room user support- Video conference equipment and room controls Learn from more senior team members. Be proactive in training and seek out knowledge. Work with IT project teams as needed. Afterhours on-call rotating with other team members. Other duties as assigned. Minimum Qualifications / Education / Certifications Excellent troubleshooting and problem-solving skills. Able to use critical thinking to dig in and solve complex problems but also knowing when to use existing knowledge base or ask for assistance. Knowledge of Windows operating system and Microsoft Office is necessary. Mac OS is a plus. Knowledge of mobile devices (iPhone, iPad, Android devices) Familiarity of Azure Active Directory (AAD) and other Microsoft Cloud services Understanding of IP Networking fundamentals. (IPv4, sub-netting, DNS, OSI Model) Ability to manage time, organize, and set priorities Applicants must be authorized to work in the United States Proficiency in English (Spanish or Portuguese a plus) Minimum 3 years work experience Related IT Certifications or bachelor’s degree is a plus IND1