Information Technology Support Specialist

Position Summary

The IT & OT Site Administrator leads day-to-day technology support and problem resolution while ensuring alignment with NICB's IT & OT policies, standards, and strategic objectives. This position serves as a key liaison between site operations and the Enterprise IT & OT organization, helping implement technology initiatives that improve reliability, productivity, and business performance.

Key Responsibilities

• Resolve escalated IT and OT support tickets and technical issues throughout the site.
• Identify root causes of recurring issues and implement long-term solutions.
• Provide technical support and training to end users to maximize technology effectiveness.
• Maintain documentation for systems, network connectivity, support procedures, and subject matter experts.
• Manage vendor support agreements and coordinate external technical resources as needed.
• Collaborate with Enterprise Security teams to identify and mitigate site-specific cybersecurity risks.
• Ensure the reliability and performance of site technology systems supporting manufacturing operations.
• Develop site-level subject matter experts and support training initiatives.
• Monitor incident trends and communicate emerging issues to leadership.
• Partner with business process owners to develop and maintain Business Continuity Plans.
• Identify opportunities to improve operational efficiency through technology solutions and process optimization.
• Support continuous improvement efforts by leveraging best practices from both site operations and Enterprise IT & OT teams.
• Aid in planning, monitoring, and executing IT & OT projects.
• Track project milestones, deliverables, budgets, timelines, and resource requirements.
• Collaborate with management and production teams to identify operational challenges and technology opportunities.
• Develop business cases, project scopes, objectives, implementation plans, and return-on-investment analyses.
• Prepare and deliver project updates, reports, presentations, and technical documentation.
• Support software deployments, system integrations, infrastructure upgrades, and other technology initiatives.

Qualifications

• Bachelor's degree in Information Technology, Business, Computer Science, Engineering, or a related field; equivalent work experience will be considered.
• Experience working in or supporting a manufacturing environment preferred.
• Experience supporting both Information Technology (IT) and Operational Technology (OT) environments.
• Experience managing cross-functional teams, projects, and business processes.
• Strong knowledge of Microsoft operating systems and networking protocols.
• Advanced proficiency with Microsoft Office applications and application support.
• Familiarity with ITIL principles and service management best practices.
• Preferred experience with: OSIsoft PI, Majiq Elixir, IBM Maximo, QISoft.

Skills & Competencies

• Exceptional analytical and problem-solving skills.
• Strong organizational skills with attention to detail and documentation.
• Excellent customer service mindset and interpersonal abilities.
• Outstanding verbal and written communication skills.
• Ability to communicate technical concepts to non-technical users.
• Highly self-motivated, resourceful, and capable of working independently.
• Ability to prioritize and manage multiple tasks in a fast-paced manufacturing environment.
• Strong collaboration and relationship-building skills.

Work Environment & Physical Requirements

• Full-time, on-site position supporting a 24/7 manufacturing operation.
• Standard 40-hour work week with emergency call-in availability as needed.
• Ability to lift up to 40 pounds without assistance.
• Ability to use computer equipment, tools, and related technology devices.
• Ability to participate in meetings, presentations, and plant-floor activities.
• Occasional travel may be required to support software implementations, system integrations, and other technology initiatives.

Who is Shoreline Container?

For over 100 years, Michigan and our neighboring states have led the world in manufacturing. For nearly half of those years, Shoreline Container has been a growing partner to that manufacturing base by designing and producing custom container and packaging solutions. We have a staff of nearly 250 people working in multiple shifts, all dedicated to engineering and building the right solutions for our customers. We advocate for training and educating our employees, so they have the skills to be successful in the manufacturing environment. Shoreline is a partner in Five Star Sheets, one of the nations premier corrugated sheet manufacturers. We are committed to continually improving, while providing our customers with outstanding packaging through Quality, Service & Design.