Desktop Support Technician

Position Summary
The Level 2 Desktop Support Technician provides advanced technical support for end users, desktop systems, manufacturing floor technology, and site-based IT infrastructure within a manufacturing environment. This role serves as the primary onsite "smart hands" resource supporting enterprise infrastructure teams, including network, server, telecom, and security operations. The technician is responsible for troubleshooting complex technical issues, supporting production uptime, and ensuring reliable IT operations across office and plant environments.

This position requires strong customer service skills, hands-on technical expertise, and the ability to work independently in a fast-paced manufacturing setting with varying priorities and operational demands.

Key Responsibilities
Desktop & End User Support

• Provide Level 2 technical support for desktops, laptops, mobile devices, printers, scanners, and peripherals.
• Troubleshoot hardware, software, operating system, and application issues for on-site and remote users.
• Support Microsoft Windows environments, Microsoft 365 applications, collaboration tools, and enterprise software platforms.
• Perform workstation imaging, deployment, configuration, upgrades, and replacements.
• Document incidents, resolutions, asset updates, and support activities within the IT ticketing system.
• Escalate unresolved issues to appropriate infrastructure or application support teams.

Manufacturing & Operational Technology Support

• Support manufacturing floor systems including shop floor PCs, barcode scanners, label printers, thin clients, HMIs, and related operational technologies.
• Coordinate with production teams to minimize downtime and rapidly resolve technology disruptions impacting operations.
• Assist with troubleshooting network-connected manufacturing equipment and interfaces.
• Maintain awareness of plant safety procedures and operational requirements while working in production environments.

IT Infrastructure Smart Hands Support

• Act as onsite smart hands support for enterprise infrastructure teams including network, server, telecom, and cybersecurity groups.
• Perform basic network troubleshooting, cable patching, switch replacements, port activations, and connectivity validation.
• Assist with server room activities including equipment installation, rack and stack, hardware replacements, and environmental checks.
• Support wireless access point installations and troubleshooting.
• Coordinate vendor onsite activities and escort third-party service providers when required.
• Assist with backup verification, hardware diagnostics, and infrastructure monitoring activities.
• Support IT projects, site expansions, equipment refreshes, and technology rollouts.

Asset & Inventory Management

• Maintain accurate inventory of IT assets, equipment, and spare hardware.
• Track device lifecycle activities including deployment, recovery, disposal, and warranty support.
• Ensure proper labeling, organization, and documentation of IT equipment.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
• 3 years of experience in desktop support, technical support, or IT operations.
• Experience supporting manufacturing or industrial environments preferred.
• Strong knowledge of:

• Windows operating systems
• Microsoft 365
• Active Directory
• PC hardware and peripherals
• Basic networking concepts (TCP/IP, DNS, DHCP, switching, wireless)

• Experience with ticketing systems and IT service management processes.
• Ability to troubleshoot technical issues independently with minimal supervision.
• Strong communication and customer service skills.
• Ability to prioritize multiple tasks in a fast-paced operational environment.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.
 
 ServicePoint is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
 
ServicePoint is committed to providing accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please communicate the specific accommodations needed as soon as possible so they can be provided for you.