Information Technology Support Specialist

Pay Grade Salary, Exempt – On Site (Wilmington, NC). Reports to: Senior Information Technology Manager.

About the role

PWT is seeking a full-time IT Support Specialist. The ideal candidate will need experience in resolving technical hardware and software issues in an onsite and remote support capacity. Strong communication skills and an aptitude for attention to detail are required to collaboratively work with team members. A successful candidate should have a desire to learn new skills and take on new challenges, as well as a willingness to further their technical knowledge and pursue professional growth. Ability to work in both an office and manufacturing floor environment and be able to physically carry out equipment installations is required.

Responsibilities

• Provide onsite technical support and education for employees
• Provide remote technical support and education for employees located in other North American facilities
• Perform credential resets within a hybrid AD/Entra environment
• Setup new user hardware and assist with IT onboarding/offboarding functions
• Identify, troubleshoot, resolve, and escalate issues related to computer hardware, software, and related equipment
• Identify, troubleshoot, resolve, and escalate issues related to local area network and VOIP equipment
• Monitor and resolve both onsite and remote tickets within an established ticketing system
• Document troubleshooting and resolution steps within an established ticketing system
• Work with vendors and service providers as needed
• Contribute to internal staff facing and IT knowledgebase articles
• Provide management reporting on systems, projects, and initiatives
• Maintain company assets, inventory, and supplies including procurement and decommissioning tasks
• Other duties as assigned and as necessary

Requirements

• Windows 10/11 Troubleshooting Experience
• Proficiency in Microsoft 365 Products including Teams, SharePoint, Office
• Basic understanding of Active Directory, Entra, Networking, and Server Administration
• Understanding of Remote Control and Management Tools
• Ticketing system experience (ServiceNow preferred)
• Excellent organizational and documentation skills
• Ability to communicate clearly and concisely, both orally and in writing
• Ability to work autonomously and collaboratively to ensure work is being completed in an accurate and timely manner
• Must be able to work sitting or standing for prolonged periods of time
• Must be able to read and write in English
• Must be authorized to work in the US

Qualifications

3 years of IT Support experience (MSP/Helpdesk experience preferred).

Work Environment

• Office setting, climate controlled
• Manufacturing environment

Benefits

• 10 paid company holidays
• Vacation
• Medical, dental, and vision insurance
• Life insurance and short- and long-term disability insurance
• Accident, critical illness, and hospital indemnity insurance
• 401k with Safe Harbor Company match
• HSA option