What are the responsibilities and job description for the IT Support Technician position at Greenfield Industries, Inc.?
Reports To: Director Infrastructure & End User Technology
Job Summar
yWe are seeking an experienced IT Support Technician, Level 1–2 to provide hands-on technical support in a fast-paced environment. This role supports day-to-day IT operations by troubleshooting end-user devices, peripherals, applications, and basic network issues while ensuring timely resolution of incidents and service requests
.
The ideal candidate is customer-focused, technically strong, and comfortable working directly with users in an operational environment where responsiveness, ownership, and clear communication are critica
l.
Key Responsibilities (but not limited
- to)Provide on-site Level 1–2 support for end users, workstations, laptops, mobile devices, printers, scanners, and related periphera
- ls.Troubleshoot hardware, software, Microsoft 365, operating system, connectivity, and basic network issu
- es.Support warehouse and shop-floor technology, including shared workstations, barcode scanners, label printers, RF devices, tablets, and related equipme
- nt.Install, configure, move, ship, receive, replace, image, and decommission IT equipment as requir
- ed.Log, prioritize, update, and resolve tickets in accordance with established SL
- As.Escalate complex issues as needed while maintaining ownership and user communication through resoluti
- on.Support onboarding, offboarding, asset management, documentation, and equipment lifecycle activiti
- es.Follow IT security policies, operational standards, and data-handling procedur
- es.Participate in site IT projects, equipment refreshes, relocations, and continuous improvement initiativ
- es.Participate in a rotating on-call schedule to support urgent business needs outside regular hou
rs.
Core Competen
- ciesCustomer Service Orienta
- tionTechnical troubleshoo
- tingOwnership and accountabi
- lityStrong communication skills with both technical and non-technical us
- ers.Prioritization and time manage
- mentAdaptability in a fast-paced environ
- mentTeam collabora
- tionAttention to de
- tailStrong communication skills with technical and non-technical us
- ers.Ability to work independently, prioritize tasks, and drive issues to resolut
ion.
Required Qualifica
- tions3–5 years of experience in Level 1–2 IT support within a business environ
- ment.Strong Windows, end-user device, peripheral, and standard application troubleshooting sk
- ills.Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Of
- fice.Experience with ticketing systems and SLA-based support proce
- sses.Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshoo
- ting.Ability to work on-site 5 days per
- week.Ability to lift and move IT equipment weighing 50 lbs. or
more.
Preferred Qualifica
- tions Experience with barcode scanners, RF devices, label printers, rugged tablets, time clocks, or production-floor sy
- stems.Basic knowledge of Active Directory, Microsoft Entra ID, Intune, or endpoint management
- tools.Experience with PC imaging, hardware refreshes, asset tracking, and equipment lifecycle proc