IT Support Specialist

About the Role

3form is an Armstrong World Industries (AWI) company. The IT Support Specialist position is an AWI role based in Salt Lake City, UT. This entry-to-mid-level individual contributor provides foundational technical support and assists with the maintenance of software, infrastructure, and application components within the manufacturing environment. As the junior-most role in the technical track, the Specialist focuses on executing defined tasks, diagnosing routine technical issues, and supporting the implementation of solutions under the guidance of Analysts and Architects. The role is primarily centered on day-to-day operational support and providing on-site or remote troubleshooting to ensure business continuity for manufacturing systems and users.

By joining AWI, you’ll be immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will collaborate with leadership and colleagues across the company.

What’s In It For You

• Gain hands-on experience with real-world manufacturing applications
• Exposure to software, data, and infrastructure in manufacturing
• Opportunity to grow into an Analyst-level role
• Make a direct impact on daily operations and system reliability

Responsibilities

• AI & Data Support: Leverage approved AI tools (such as Copilots or LLMs) to assist in troubleshooting and documentation, while supporting the integrity of manufacturing data sets used in predictive models and automated reporting.
• Application Support: Assist in the basic configuration, testing, and maintenance of business-specific custom and standard applications.
• Requirements Gathering: Participate in meetings with business users to document current processes and help identify technical requirements for system improvements.
• Change Management: Support the promotion of code and configuration changes by drafting basic functional specifications and performing initial validation testing.
• Project Assistance: Act as a technical resource on small systems or business projects, completing assigned tasks within established timelines.
• Documentation: Maintain accurate and up-to-date documentation for existing processes, system topologies, and end-user training materials.
• Operational Maintenance: Monitor system performance and perform routine administrative tasks to ensure optimal daily operations.
• Incident Response: Serve as a point of contact for user incidents, providing timely resolution for common software and infrastructure problems or escalating complex issues to an Analyst.
• Standardization: Follow established best-practice standards and policies to ensure global consistency across manufacturing sites.
• Vendor Coordination: Assist in gathering data or technical details required for vendor interactions and support tickets.
• Continuous Learning: Research emerging technologies and manufacturing trends to build foundational knowledge necessary for advancement to the Analyst level.

Requirements

• AI Literacy: Foundational understanding of Generative AI principles and a proactive interest in applying AI-driven tools to improve daily technical workflows and data accuracy.
• Technical Familiarity: Basic understanding or exposure to .NET, SQL Server, C#, HTML, or JavaScript. Familiarity with reporting (Power BI), scripting (PowerShell), and version control (TFS/Git) is a plus.
• Manufacturing Context: Interest in or basic knowledge of technologies commonly utilized in a manufacturing or industrial environment.
• Communication: Clear verbal and written communication skills, with the ability to explain technical steps to non-technical plant personnel.
• Problem Solving: Strong analytical mindset with a focus on accuracy and attention to detail when troubleshooting routine issues.
• Adaptability: Ability to manage multiple support tickets or tasks concurrently in a fast-paced environment.
• Collaboration: A team-oriented mindset with a willingness to learn from senior technical staff (Analysts and Architects).
• Customer Service: A strong service orientation and the ability to build positive relationships with shop-floor users and office staff.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field—or an equivalent combination of education and experience—with a preferred foundational understanding of AI/ML principles or related certifications.
• High School Diploma/GED required.
• Exposure to AI/ML coursework or foundational certifications (e.g., Microsoft Azure AI Fundamentals) is preferred.
• Working knowledge and experience with Microsoft Office products.
• Working knowledge of application architecture in a manufacturing environment is preferred.
• Infor Visual experience preferred but not required.
• Progress toward or interest in obtaining certifications in process disciplines (ITIL) or technical disciplines (Microsoft, SQL) is a plus.

Benefits

• Competitive remuneration package
• Medical, dental, and prescription drug coverage
• Life insurance
• 401k match
• Long-term disability coverage
• Vacation and sick time
• Product discount programs
• Personal development opportunities to grow your career
• Casual work environment with a recognition program and service awards
• Access to a fitness center and lunchtime café

About Armstrong World Industries

Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative interior and exterior architectural applications, including ceilings, specialty walls, and exterior metal solutions. With approximately $1.4 billion in revenue, AWI has about 3,700 employees and a manufacturing network of 21 facilities in North America. For over 160 years, we have built our business on trust and integrity, collaborating with and innovating for our customers, shareholders, communities, and employees.

We are committed to developing new and sustainable architectural solutions that make a positive difference in spaces where we live, work, learn, heal, and play. Our sustainability ambition is to lead a transformation in the design and building of spaces fit for today and tomorrow by:

• Engaging a diverse, purpose-driven workforce
• Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet
• Pursuing sustainable, innovative solutions for spaces where we live, work, learn, heal, and play
• Being a catalyst for change with all stakeholders
• Making a positive difference in the environments and communities we impact

AWI is committed to Equal Employment Opportunity and providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. We consider all applicants without regard to race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.