IT Support Technician

• Provide Tier 1 and Tier 2 technical support for plant personnel across all shifts, addressing issues related to desktop computers, laptops, mobile devices, and peripherals (printers, scanners).
• Diagnose and resolve hardware, software, and network issues, including connectivity problems on the production floor (wired and wireless).
• Manage the IT ticketing system, prioritizing and documenting all support requests, resolutions, and follow-up actions.
• Troubleshoot issues with specialized manufacturing and quality control software (e.g., MES systems, process control applications).

• Install, configure, and maintain computer hardware, operating systems (Windows), and application software.
• Manage and maintain IT assets, including inventory tracking and timely hardware replacement/upgrade.
• Assist in the maintenance and monitoring of server room equipment, network switches, and security systems (under the direction of central IT or the Plant IT Manager).
• Support the installation and upkeep of VoIP phones and video conferencing equipment.

• Set up and configure new employee workstations, phones, and accounts.
• Communicate with vendors to resolve issues related to computers, and monitors.
• Perform preventive maintenance and monitor equipment performance.
  
  

• Assist with enforcing IT security policies and procedures, including password resets, account lockouts, and malware remediation.
• Conduct regular system backups and ensure data integrity for critical plant operational data.
• Facilitate new employee system access and conduct basic security training.
  
  

• Provide essential support for Production Floor systems, including Human-Machine Interfaces (HMIs), Production Floor TVs and Monitors, and workstations located near the production lines.
• Work closely with Production and Maintenance teams to troubleshoot IT-related issues affecting plant machinery controls.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience/certifications.
• Minimum of 2 years of experience in a technical support, desktop support, or field service role.
• Proven ability to troubleshoot and support Windows OS and Microsoft Office Suite.
• Strong knowledge of networking fundamentals (TCP/IP, LAN/WAN, Wi-Fi).
• Ability to work effectively in a hands-on, fast-paced manufacturing environment that requires occasional work outside of standard business hours.
• Willingness and proven ability to be critically available (on-call/after-hours) to address plant-critical production outages.

• Industry certifications (e.g., CompTIA A or Network , Microsoft Certified: Modern Desktop Administrator).
• Experience supporting manufacturing environments, including HMIs, industrial PCs, and ERP/MES system integration.
• Experience with managing an IT service ticketing system (e.g., ServiceNow, Jira, Zendesk).

• Strong working knowledge of PC Hardware, Software, and Operating Systems (i.e., Windows 10/11, Microsoft Office 365, Google Suite)
• Familiarity with basic networking concepts (TCP/IP, LAN/WAN, VPN, Wi-Fi)
• Experience providing end-user support in person, via phone, and remotely
• Understanding of cyber security basics and best practices for endpoint protection
• Experience supporting cloud-based tools and hosted applications preferred
• Ability to learn and support SAP systems and other business-critical applications
• Comfortable setting up and troubleshooting printers, phones, and AV equipment
• Ability to work on multiple projects at once with tight deadlines.
• Excellent analytical and problem-solving skills
• Strong oral and written communication skills; ability to explain technical issues to non-technical users
• Must be a self-starter with a proactive attitude and willingness to learn new technologies
• Ability to prioritize tasks in a fast-paced environment and manage time effectively
• Maintains a high level of confidentiality at all times
• Ability to take direction, coaching and act positively to improve performance

• Ability to work with employees from many different cultures and backgrounds
• Prefer Bilingual verbal and written communication skills in English & Spanish
• Preference will be given to qualified local candidates

The physical demands and work environment described below represent the activities and surroundings of the position(s). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Works primarily indoors in a well-lighted air-conditioned office. Daily contact with the public, departmental personnel and vendors. Frequent sitting, standing, walking and occasional bending. May lift, carry, pull / push, and reach for supplies and on occasion lifting (up to 15 lbs.) while performing various aspects of the job. Position requires the capability of managing stress effectively; work is fast paced and can be demanding. Work requires organizing; prioritizing; accuracy and attention to detail. Flexibility in order to assist with/coordinate a variety of projects and activities and to adapt standard methods and procedures to differing conditions; works in high volume fast paced environment. Employee often works independently.