What are the responsibilities and job description for the IT Help Desk Technician position at United Felts?
Role Summary
The IT Help Desk Technician provides first-line technical support for employees and production staff in a manufacturing environment. This role is responsible for troubleshooting hardware, software, network, and manufacturing system issues to ensure minimal disruption to plant operations. The technician supports office users as well as shop floor systems such as production terminals, scanners, label printers, and manufacturing execution systems (MES).
Key Responsibilities
We are a fair chance employer.
Want to be part of one of the country’s fastest growing infrastructure businesses? The Vortex Companies, LLC delivers cutting edge trenchless technologies and turnkey services to make the worlds water cleaner and we’re growing every day!
We think BIG about solving the world’s toughest challenges in failing water, sewer and industrial infrastructure.
At Vortex, you will be surrounded with a culture that puts your safety first in all we do. If you like a fast-paced environment, a team structure that provides support, training, and development, then apply today!
The IT Help Desk Technician provides first-line technical support for employees and production staff in a manufacturing environment. This role is responsible for troubleshooting hardware, software, network, and manufacturing system issues to ensure minimal disruption to plant operations. The technician supports office users as well as shop floor systems such as production terminals, scanners, label printers, and manufacturing execution systems (MES).
Key Responsibilities
- Provide Tier 1 technical support for employees via phone, email, ticketing system, or in person
- Troubleshoot and resolve hardware, software, and network connectivity issues
- Support manufacturing floor devices including:
- Barcode scanners
- Industrial PCs and HMIs
- Label printers
- Tablets and handheld devices
- Assist with user account management (Active Directory, password resets, permissions)
- Install, configure, and maintain desktop computers, laptops, and peripherals
- Assist with troubleshoot issues with ERP, MES, and production software
- Escalate complex technical issues to Tier 2 / system administrators
- Maintain accurate documentation of issues and resolutions in the help desk system
- Assist with new employee onboarding (equipment setup, accounts, access)
- Support network connectivity on the shop floor (Wi-Fi, wired connections)
- Ensure systems comply with IT security policies and manufacturing compliance standards
- Basic knowledge of:
- Active Directory
- Networking fundamentals (TCP/IP, DNS, DHCP)
- Hardware troubleshooting
- Strong problem-solving and communication skills
- Ability to work in a fast-paced manufacturing environment
- Experience supporting ERP (NetSuite) or MES systems
- Familiarity with industrial devices or manufacturing equipment IT
- Certifications such as: Not Required
- CompTIA A
- CompTIA Network
- Microsoft certifications
- Associate’s or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience) is nice to have OR 1–3 years of experience in IT support or help desk roles
- Experience supporting Windows operating systems and Microsoft Office
- Combination of office IT support and shop floor support
- May require walking across the plant and supporting production equipment
- Occasional after-hours or shift support during production issues
- Some travel required
We are a fair chance employer.
Want to be part of one of the country’s fastest growing infrastructure businesses? The Vortex Companies, LLC delivers cutting edge trenchless technologies and turnkey services to make the worlds water cleaner and we’re growing every day!
We think BIG about solving the world’s toughest challenges in failing water, sewer and industrial infrastructure.
At Vortex, you will be surrounded with a culture that puts your safety first in all we do. If you like a fast-paced environment, a team structure that provides support, training, and development, then apply today!