What are the responsibilities and job description for the IT Support & Operations Specialist position at Braintree Technology Solutions?
IT Support & Operations Specialist
Detroit, MI (Onsite)
Role Overview
The IT Support & Ops Specialist is responsible for delivering end-to-end End User Computing (EUC), Service Desk, and Field Support services while managing local IT infrastructure across plant environments. This role ensures reliable, responsive, and high-quality IT support for manufacturing operations, acting as the primary contact for end users and business stakeholders. The position combines remote service desk support, on-site field support, and infrastructure management, ensuring high system availability, quick incident resolution, strong customer satisfaction, and compliance with enterprise IT standards.
Primary Skill
End User Computing (EUC), Service Desk & Field Support Operations
Key Skills
- End User Computing (EUC) Support
- Service Desk Operations (L1/L2 Support)
- Field / Desk-side Support
- Desktop & Laptop Troubleshooting
- Microsoft 365 (O365, Teams, Outlook)
- Active Directory / Azure AD
- ITSM Tools (Ivanti)
- Windows OS (10/11), Basic macOS
- Network Fundamentals (LAN, WAN, Wi-Fi, VPN)
- Server & Storage Basics
- Hardware & Peripheral Support (Printers, Scanners)
- Incident, Problem & Change Management (ITIL)
- Asset & Configuration Management
- Endpoint Security & Compliance
- Remote Support Tools (SCCM, Intune, TeamViewer)
- Factory / Manufacturing IT Support
Key Responsibilities
End User Computing (EUC) Support
- Manage and support desktops, laptops, mobile devices, and peripheral equipment.
- Ensure smooth functioning of collaboration tools such as Microsoft Teams and Office 365.
- Perform system imaging, device provisioning, and user support activities.
Service Desk Support
- Provide L1/L2 support via calls, emails, chat, and ITSM tools.
- Log, track, and resolve incidents and service requests within SLA timelines.
- Escalate complex issues to appropriate teams and ensure timely resolution.
- Maintain high levels of customer satisfaction through effective communication and support.
Field / Desk-side Support
- Provide on-site technical support for hardware and software issues.
- Troubleshoot desktops, laptops, printers, and network connectivity issues.
- Coordinate with vendors for hardware replacement and repairs.
Incident & Problem Management
- Act as an escalation point for high-priority or complex incidents.
- Perform root cause analysis (RCA) and implement preventive measures.
Change Management
- Support IT change implementation with proper approvals and risk control.
- Ensure minimal disruption to business during changes.
Compliance & Security
- Ensure adherence to IT security policies and audit requirements.
- Maintain endpoint security and compliance standards.
Documentation & Asset Management
- Maintain SOPs, knowledge articles, and troubleshooting guides.
- Track IT assets and manage lifecycle processes effectively.
Collaboration
- Work closely with global IT teams, vendors, and plant stakeholders.
Align IT services with business and operational requirements
Salary : $45,000 - $50,000