Sr. IT Help Desk Technician

Position Overview

We are seeking a highly skilled and motivated Senior IT Help Desk Technician to lead day-

to-day support operations and provide advanced technical assistance across the

organization. This role is responsible for resolving complex issues, mentoring junior staff,

improving support processes, and ensuring high levels of user satisfaction.

The ideal candidate combines strong technical expertise with leadership ability and a

proactive mindset toward continuous improvement.

Key Responsibilities

Manufacturing & Shop Floor Support

• Support production-critical systems (ERP, shop floor PCs, barcode scanners,
  
  

label printers)

• Troubleshoot issues impacting machine operators, inventory, and shipping
  
  

workflows

• Ensure uptime for systems tied to bin locations, tooling, and work orders
• Work closely with operations to minimize downtime impact
  
  

Advanced Technical Support

• Act as Tier 3 escalation point
• Troubleshoot:
• Windows endpoints (office industrial PCs)
• Microsoft 365 / Azure AD
• VPN and remote access
• Network issues across warehouse office
• Support ERP systems (SyteLine, Oracle, etc. or similar)
  
  

Help Desk Ownership

• Own ticket queue and enforce SLA response/resolution times
• Identify trends (repeat issues, bad processes, weak systems)
• Reduce ticket volume through automation and root cause fixes
• Maintain clean documentation and knowledge base
  
  

Compliance & Security (SOX Environment)

• Follow and enforce SOX controls (access reviews, change management,
  
  

logging)

• Maintain proper documentation for audits
• Ensure user provisioning/deprovisioning is compliant
• Work with IT leadership on audit readiness
  
  

Leadership & Accountability

• Mentor junior IT staff (if/when added)
• Set the tone for responsiveness and ownership
• Push back on poor processes and suggest improvements
• Act as the “go-to” person when things break
  
  

Systems & Continuous Improvement

• Improve endpoint management (Intune, patching, asset tracking)
• Standardize workstation setups across shop floor office
• Support IT projects (deployments, migrations, system upgrades)
• Assist with internal app support (like your Blazor tools, barcode systems, etc.)
  
  

Required Qualifications

• 5 years IT support experience in a hands-on environment
• Experience supporting manufacturing or warehouse operations
• Strong knowledge of:
• Windows OS & hardware troubleshooting
• Active Directory / Azure AD
• Microsoft 365
• Networking fundamentals (DHCP, DNS, VLANs, VPN)
• Experience with ticketing systems
• Proven ability to handle high-pressure, production-impact issues
  
  

Highly Preferred

• Experience with:
• ERP systems (SyteLine, Oracle, etc.)
• Barcode scanners / label printers (Zebra, etc.)
• Shop floor or industrial IT environments
• Familiarity with SOX compliance
• PowerShell or automation experience
• Experience improving help desk processes (not just working in one)
  
  

Education & Experience

• Some college or IT coursework preferred
• 5 years experience in IT help desk or support role
  
  

For informational purposes only the range of pay for this role is $23.75 to $31.00US Dollar (USD)Hourly based on a variety of factors. For informational purposes only this role is eligible to participate in the Companys Quarterly Cash Bonus Plan paid out at the quarterly bonus factor of 1X the Companys bonus multiple based on the Companys performance in the applicable quarter. Employees will receive 80 hours paid time off every year. Employees will also receive 10 paid holidays. Employees and their families are eligible to participate in the company\'s medical dental vision and basic life insurance. Employees are eligible to enroll in the Companys 401k plan.80