IT & Maintenance Technician

Job Title: IT & Maintenance Technician 

Reports to: Maintenance Supervisor (operational), IT Manager (escalation) 

FLSA Status: Non‑exempt (hourly) 

Summary 

Under onsite direction from the IT Manager and coordination with the Maintenance Manager, the IT & Maintenance Technician provides Firstline technical support at the plant level. This role focuses on end-user assistance, device deployment, basic endpoint level network tasks, and execution of documented Standard Operating Procedures (SOPs). The Technical Maintenance Technician does not administer core infrastructure and operates under defined access controls to maintain security, compliance, and operational integrity. 

Essential Duties & Responsibilities 

• Provide onsite enduser support for PCs, label printers, scanners/handhelds, cameras, phones, and production of IT stations (OCMs, Bizerba systems, etc.) in accordance with SOPs.  

• Image, deploy, and maintain endpoints using approved tools, including company standard OS images, endpoint security software, and asset tagging procedures.  

• Perform break/fix support and routine maintenance, including cable management, device swaps, peripheral replacement, and basic troubleshooting.  

• Execute pre‑approved label, printer, and device configurations on production equipment; escalate non‑standard changes to the IT Manager or assigned Project Manager.  

• Conduct regular site walkthroughs to identify IT related concerns (e.g., loose cabling, improperly mounted cameras, unsafe device placement) and remediate or open tickets as appropriate.  

• Maintain an accurate inventory of onsite IT spare equipment, coordinate vendor RMA requests and repairs with the IT Manager per company policy.  

• Escalate incidents in accordance with SOPs when SLA thresholds, production uptime, or safety are at risk.  

Security, Compliance & Safety 

• Adhere to CP security policies, acceptable use standards, and respectful workplace requirements.  

• Follow established change management and incident response SOPs; ensure accurate documentation and evidence capture within ticketing systems.  

• Safeguard credentials and personally identifiable information (PII); use only assigned accounts and enforce MFA requirements where applicable.  

• Comply with food production safety protocols, including PPE usage, cleanroom practices, and lockout/tagout procedures when working in production areas. 

Qualifications 

• Hands‑on endpoint or plant‑floor support (manufacturing preferred). 

• Working knowledge of Windows 10/11, printers/scanners, and ticketing systems. 

• Strong documentation habits; ability to follow SOPs precisely. 

• Ability to lift/move equipment (up to 40 lbs.), use ladders and scissor lifts at up to 50ft high, and work safely in cold/production environments. 

Shift & Coverage 

Assigned to a specific site and shift (Day or Evening). Overtime or weekend work may be offered for planned maintenance windows. 

Performance Metrics 

• Ticket SLA attainment and MTTR 

• First‑time fix rate 

• Documentation completeness and accuracy 

• Adherence to access constraints and change procedures