IT Support Specialist

Responsibilities

• Provide comprehensive technical assistance across diverse workforce, including on-campus office staff, a distributed remote team, and manufacturing production personnel.
• Ensure seamless technology operations for information workers and production-line employees.
• Pivot between high-level software troubleshooting for remote professionals and hands-on hardware support within a fast-paced manufacturing environment.
• Maintain an organized inventory of hardware and software resources to ensure team readiness.
• Support field sales employees with technical issues.
• Deliver high-quality remote troubleshooting via phone, chat, and remote desktop tools for off-site employees.
• Administer and support cloud-based collaboration tools, including Microsoft 365, Teams, and VPN connectivity.
• Facilitate onboarding and offboarding, including account provisioning and hardware imaging.

Manufacturing Operations Support

• Provide on-site technical support for manufacturing/warehouse shop-floor workstations, barcode scanners, and label printers.
• Troubleshoot connectivity and hardware issues for systems integrated into the production line to minimize operational downtime.
• Collaborate with production leadership to perform hardware maintenance and upgrades with minimal disruption to manufacturing schedules.

Asset Coordination & Inventory

• Maintain an accurate and up-to-date inventory of all IT assets, including hardware, software licenses, and peripherals.
• Track the assignment and location of equipment for both on-campus and remote employees to ensure accountability.
• Aid in the procurement, setup, and deployment of new hardware, as well as the secure decommissioning of older equipment.
• Coordinate the shipping and receiving of IT equipment for remote staff, ensuring devices are properly tracked during transit.
• Perform periodic audits of equipment in storage and on the production floor to keep inventory records up to date.

Systems & Infrastructure Maintenance

• Manage user identities, permissions, and security groups within Active Directory and Azure AD.
• Aid in the management of mobile devices and endpoints using MDM solutions like Microsoft Intune.
• Develop technical documentation and user-facing "how-to" guides to improve first-call resolution and self-service.