Information Systems Support Specialist

About the role

We are seeking a dedicated IT Support Specialist to provide Tier 2 support for end-users through various communication channels, including phone, email, and in-person interactions. This role involves installing, configuring, and maintaining desktops, laptops, mobile devices, and related IT equipment. The specialist will also troubleshoot and resolve hardware, software, and connectivity issues while supporting critical manufacturing equipment PCs.

Responsibilities

• Provide Tier 2 support for end-users via phone, email, and in person.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, scanners, and related IT equipment.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Provide critical support, backup, and disaster recovery for essential manufacturing equipment PCs.
• Support user account management in Microsoft Entra ID, Microsoft Office 365, and other enterprise applications.
• Document incidents, resolutions, and work performed in the IT ticketing system.
• Assist with onboarding and offboarding of employees, including device setup and access provisioning.
• Maintain inventory of IT assets and manage equipment lifecycle.
• Escalate issues as necessary in accordance with ITIL incident management.
• Contribute to IT projects, system upgrades, and process improvement initiatives in collaboration with other IT resources and operations teams.
• Ensure compliance with company IT policies, data security, and privacy standards.

Essential Skills

• 5 years of IT experience.
• At least 2 years of experience with iOS and Android based mobile devices, including smart scanners and tablets.
• Solid understanding of basic networking principles (TCP/IP, DNS, DHCP).
• Experience with remote support tools and ticketing systems.
• Experience supporting manufacturing environments is a plus.

Additional Skills & Qualifications

• Experience with N-able and Service Now is a plus.
• Experience with SOTI MDM.

Work Environment

The role involves working in both office and manufacturing floor environments. There is a willingness required to work outside standard hours, including being on call and occasional weekends. Additionally, occasional travel between company locations may be necessary. The culture is people-first, emphasizing employee growth and well-being, with a strong focus on teamwork, collaboration, and innovation.

Pay

The pay range for this position is $30.00 - $38.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.